Senior Contact Center Sales & Service Representative - Inbound Call Center (FULL TIME ONSITE) - First Technology Federal Credit Union

Description

• Handle complex and escalated inbound member calls and perform member financial transactions 
• Identify and offer the best products and services to meet the member’s financial needs, including partner services such as insurance, investments and mortgage 
• Support member digital inquiries (mobile and online banking), escalating to eSupport or Help Desk as appropriate 
• Meet quarterly call efficiency metrics and sales objectives for a Senior Representative 
• Actively evaluate the member interaction to determine satisfaction level, de-escalating / troubleshooting or escalating as appropriate to critically assess each member’s unique needs 
• Liaise with back office and support teams and partner services to facilitate offering of products and services and ensure member needs are being met 
•  Initiate member applications as appropriate 
• Participate in training and utilize available resources to maintain in depth current knowledge of all current credit union products and services 
• Partner with leaders for issue resolution, proactively identifying ongoing training requirements 
• Mentors other Representatives on a day-to-day basis, assisting them in meeting call efficiency and sales expectations 

• Minimum Education: High School Diploma 
• Minimum 3 years’ experience in a contact center with demonstrated experience in meeting sales goals
• Experience mentoring and/or coaching others is strongly preferred
• Demonstrated effective time management skills and the ability to work independently or in a collaborative team environment 
• Demonstrated understanding of business processes and procedures as well as downstream impacts 
• Ability to work in fast-paced environment and meet deadlines without sacrificing member service 
• Aptitude for learning a variety of computer systems and using technology to solve member issues 
• Excellent verbal and written communication skills; able to express ideas concisely and logically 
• Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections 
• Strong analytical and decision-making skills with attention to detail 
• Fluency in Spanish is preferred 
• Advanced knowledge of Microsoft Office Suite 
• Certification/License: N/A 

• Sales and Service Representative Senior: $22.43 - $23.80 per hour + quarterly incentive
   

• Traditional medical, dental, and vision coverage 
• 401K matching up to 5% per pay period 
• Accrue up to 17 days of Paid Time Off your first year of employment 
• 11 paid federal holidays 
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)