Call Center Representative - University of Hawaii FCU

DO YOU WANT TO MAKE A DIFFERENCE?
Join a spirited, dynamic team with Hawai`i’s leading credit union as we make a difference in our community – providing financial value, exceptional service, and state-of-the-art convenience to our members.

Position Title: Call Center Representative

Department: Call Center

FLSA Classification: Non-Exempt

Reports to: Call Center Manager

• Medical Insurance which Includes Drug and Vision; Company pays 100% of Employee's Self-Coverage; PLUS, a Company Paid Subsidy Towards Family-Coverage
• Dental Insurance; Company Pays 100% of Employee's Self-Coverage and Employee Pays for Low Cost Family-Coverage
• Medical and Dental Plan Premium Waiver Option
• 401(k) Retirement Plan with Employer Match and Non-Elective Contribution (NEC)
• Eligible to Earn Thirty-Five (35+) Paid Days Off a Year
• Vacation Cash-Out Program
• Flexible Spending Accounts: Healthcare and Dependent Care (Pre-Tax Benefit)
• Company Pays for Employee Group Basic Life With AD&D Insurance
• Company Pays for Employee Long Term Disability Insurance
• Company Pays for Employee Long Term Care Insurance
• Voluntary Accident Recovery, Critical Illness + Cancer, and Hospital Insurance
• Employee Assistance Program (EAP)
• Employee Loan Discount
• Company Subsidizes 50% for Adult Monthly Bus Pass
• Cash Reward Employee Referral Program
• Workiversary Cash Reward and Gifts
• Internal and External Professional Development Opportunities
• And Many More!

Position Purpose:

A Call Center Representative takes calls from members answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from members, listening to members needs or issues and providing helpful solutions to their problems. The call center representative completes service tasks that ensure members have the information and assistance they need and maintain the company’s positive reputation.

Essential Functions:

• Take member calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied members, offering patient assistance and support Call clients and customers to inform them about the company’s new products, services, and policies.
• Accurately and efficiently process transactions, and efficiently perform service requests.
• Accurately and efficiently navigate through various applications to provide member assistance.
• Guide callers through troubleshooting, navigating the company site or using the products or services.
• Completes and files regulatory reporting requirements.
• Cross-sells various products and services to members.
• Opens various member accounts and assist members in completing and submitting loan applications.
• Conducts group presentations on UH and community college campuses or other locations.
• Performs other duties as assigned.

Performance Standards:

• Meets strategic objective for service level (NPS).
• Accurately processes service requests and transactions.
• Phone calls are answered in a professional, courteous manner and with a patient, empathetic attitude.
• Maintains efficient call statistic production levels.
• Strong time management and organizational skills
• Able to manage complex or multi-line phone systems efficiently.

Qualifications:

Education/Certification:

High school diploma or GED is required.

Required Knowledge:

Basic understanding of MS Office is desired.

Experience Required:

One to two years member/customer service experience.

Experience in public speaking or group settings.

Skills/Abilities:

Proficient in credit union’s core system.

Excellent customer service, interpersonal, and mathematical skills.

Able to work in a fast-paced environment

Ability to frequently convey detailed or important instructions accurately and efficiently.

Able to handle stressful situations.

Excellent verbal and written communication skills.

Activities and Requirements of this Position:

Repetitive Motion:

Movements frequently and regularly required using wrists, hands, and/or fingers.

Communication Skills:

Must frequently convey detailed or important instructions of ideas accurately and quickly.

Visual Abilities:

Average visual acuity necessary to read, prepare and inspect documents or products.

Hearing:

Able to hear average or normal conversations and receive information.

Physical Strength:

Sedentary work (sitting most of the time). Able to lift and carry up to 25 lbs.

Reasoning Ability:

Able to apply common sense understanding to carry-out detailed instructions and to deal with problems involving variables.

Mathematics Ability:

Able to perform basic math skills including adding, subtracting, multiplying and dividing using a calculator.

Language Ability:

Able to write complex sentences using normal word order with present and past tenses, as well as a command of the English vocabulary.

Working Conditions:

Air-conditioned, smoke-free office setting.

Attendance Requirements:

Please note that scheduled attendance requirements may change due to business needs.

Business Hours:

Monday through Saturday. Business hours are subject to change. Must be able to work additional hours, weekends, and holidays as needed.