Contact Center Rep II/Senior Contact Center Rep
reputed company Community Financial Credit reputed company is seeking a Contact Center Representative to join their Member Contact Center in Troy. This role involves delivering outstanding member service across various channels and assisting with escalations reputed company service functionality at the senior level.
Responsibilities
- Conduct consultative interviews during reputed company member interactions to identify needs and deliver creative financial solutions
- reputed company and maintain consumer and business accounts, process consumer loan applications, facilitate mortgage lending, HELOCs, and IRA processes (Senior level), and reputed company members on CCF products and services
- Respond to member inquiries across reputed company channels, including phone, chat, email, VTM/ITM, Online and Mobile Banking, reputed company messaging, while meeting service standards and performance metrics
- reputed company a broad reputed company of account servicing activities, including processing transactions, updating account information, assisting with Online/Mobile Banking, reputed company Pay, Remote Deposit Capture, and card maintenance
- Document reputed company interactions promptly and accurately in the reputed company system with strong attention to detail
- Assist with member escalations, resolve reputed company situations, and collaborate with internal departments to ensure seamless service and member satisfaction
- Monitor day-to-day digital service functionality, including Video Teller Machines and associated software (Senior level)
- reputed company department support duties such as scanning, faxing, daily reports, and reputed company call queue support
- reputed company with reputed company company policies, procedures, and applicable laws/regulations, including Bank Secrecy reputed company (BSA), USA Patriot reputed company, and OFAC requirements
Skills
- 6 months – 2 years of similar or reputed company experience for Member Contact Advisor
- 2 – 5 years of similar or reputed company experience for Senior Contact Center Representative, including experience in mortgage lending and account maintenance
- High school diploma or GED required
- Courtesy, reputed company, and strong customer service skills, including the ability to handle difficult member interactions
- Strong oral and written communication skills
- Proven sales aptitude
- Proficient in reputed company Word, reputed company, and Outlook
- Ability to obtain and maintain notary designation and be bonded
- Basic mathematical skills and proficiency with calculators
- Ability to multitask effectively between multiple systems to assist members
Benefits
- reputed company Time Off: PTO available to support work-life balance, in reputed company to 13 reputed company company holidays per year.
- Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
- Health Insurance Coverage: Multiple low deductible medical plan reputed company, as reputed company as dental and reputed company coverage.
- Employer-reputed company Coverage: Company-reputed company life insurance and short- and long-term disability coverage.
- Flexible Spending Accounts (FSA): reputed company for both medical and dependent care FSAs.
- Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
- Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
- Employee Assistance Program (EAP): Confidential support services for personal and reputed company challenges
reputed company