Contact Center Representative at TEKsystems

Description:

-The Contact Center Representative is the members’ first impression – as well as ongoing representation – of the credit union’s service and support structure. It should be noted that this position is very important to the overall image and success of the organization. Service to the members is critical.

-First line of contact – reps will assist with first call resolution, try to handle everything before transferring to other department

Service- Deliver service to both internal and external members that are in alignment with the credit union’s Service Promises

- Meets all established sales and service goals

- Possess adequate product knowledge as measured by the annual product knowledge certification assessment

Member Service

a) Explain and recommend credit union products and services

b) Provide general account information

c) Provide information on new and on-going promotions

d) Address and resolve member problems and complaints

a) Record research requests and deliver to appropriate personnel

b) Explain the procedure to initiate payroll requests, and ensure all forms are mailed to appropriate destination

c) Assess field of membership qualifications and provide accurate information

a) Possess strong knowledge of PAM (the audio response system), and assist members with the usage

b) Possess strong knowledge of Internet Branch and assist members with the registration and usage

c) Facilitate wire transfer requests

d) Process check orders

e) Provide loan payoff information

f) Set-up payroll allocations per member requests

g) Provide rate information on deposits and loans

Process Financial Transactions

a) Post loan payments

b) Process phone transfer requests between share accounts, loan accounts and cross-member accounts

c) Process check withdrawals

d) Process loan advance requests

Examples of Calls, wide variety includes but not limited to:

o Referring different products, CDs, credit cards, banking accounts

o Walking a member how to use online applications and online registration

o Dealing with fraud accounts and cases

o General Questions

o Both new and returning customers

Skills & Qualifications:

Soft Skills:

- Ability to work well under pressure and multitask

- Enjoy problem solving and interaction with members

- Excellent interpersonal skills

- Must be able to sit for long periods of time

- Very accurate and precise

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.