Contact Center Representative - Inbound answers incoming customer calls inquiring about products with a focus on selling products or services. Performs call logging and routine tasks to fulfill caller requests. Being a Contact Center Representative - Inbound answers inquiries regarding the company products, services, delivery, installation, or billing following scripts or standard responses. Enters orders and assists the customer with the purchase by suggesting appropriate products. Additionally, Contact Center Representative - Inbound may redirect calls to other teams depending on the nature of the inquiry. Requires a high school diploma or equivalent. Typically reports to a supervisor. The Contact Center Representative - Inbound works under the close direction of senior personnel in the functional area. Possesses a moderate understanding of general aspects of the job. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
TITLE: Call Center Representative
REPORTS TO: Call Center Manager
PURPOSE: Follow detailed and standardized procedures in operation of the credit union’s call center. Provide information and customer service concerning the credit union and its products and services to credit union members, ensuring the highest quality of member service.
EXPERIENCE: One year of similar or related experience.
EDUCATION: One-year teller or equivalent work experience.
DUTIES AND RESPONSIBILITIES:
1. Enthusiastically support the credit union’s focus on member sales and service.
- Actively seeks out sales and cross-sell opportunities and promotes credit union products and services based on member needs.
- Consistently meet or exceed sales goals to support overall credit union sales and financial goals.
2. Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence.
3. Continuously check member service voice mail and reply to these calls accordingly.
4. Research and solve routine member questions, problems, and complaints concerning credit union accounts.
5. Verify accounts, order cards, and answer questions regarding share accounts, share drafts, ATM cards, debit cards, credit cards, etc.
6. Assist members with questions regarding their loans or other credit union products, and/or routing the call to the proper department/resource.
7. Assist members with remote access.
8. Process incoming and outgoing wire transfers.
9. Mail, fax, or e-mail new member applications and/or information to members and prospective members.
10. Responsible for researching member inquiries to ensure proper follow up and satisfaction.
11. Treat all credit union members and employees with a positive and cooperative attitude.
12. Responsible or inquiring and closing accounts on inactive member listing.
13. May establish Saturday working schedule for the call center.
14. Represent and promote the credit union at external community and industry events, earning the minimum number of Community Involvement Points (CIP’s) per year.
15. Cross-train and backup other team members for selected critical job functions.
16. Other duties as assigned.
Job Type: Full-time
Pay: $15.00 - $17.00 per hour
Expected hours: No more than 40 per week
Benefits:
Schedule:
Work Location: In person
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