Contact Center Specialist

America's First Federal Credit UnionBirmingham, AL

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

On-site

Job Description

Essential Functions & Responsibilities:

Assist current and potential members with their telephone requests, including answering questions about products and services, resolving issues within their authority through research or referring problems beyond their scope to their supervisor, along with providing recommendations. Help members with digital banking solutions, perform basic troubleshooting, and escalate complex issues when necessary.
Responsible for maintaining records in the core systems and managing the processing of electronic forms.
Provide assistance with card services, transfers, loan payments, and all account maintenance tasks.
Identifies cross-sell opportunities and cross-sells services to members.
Performs other job related duties required or assigned.

Performance Measurements:

Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.
Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations.
Efficiently address and resolve member requests and issues at first contact when possible.
Process transactions accurately and use active listening to provide effective solutions.
Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members.
Contribute to the overall Call Center Quality Loop score of 6.85 or higher by consistently delivering exceptional member experience.

Knowledge and Skills:

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Good listening and telephone skills.

Ability to navigate through multiple computer systems.

Operate a 10-key calculator, a computer keyboard, and multiple computer screens.

Make decisions with minimum information.

Physical Requirements: Light lifting required.

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FAQs About Contact Center Specialist Jobs at America's First Federal Credit Union

What is the work location for this position at America's First Federal Credit Union?

This job at America's First Federal Credit Union is located in Birmingham, AL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at America's First Federal Credit Union?

Employer has not shared pay details for this role.

What employment applies to this position at America's First Federal Credit Union?

America's First Federal Credit Union lists this role as a Full-time position.

What experience level is required for this role at America's First Federal Credit Union?

America's First Federal Credit Union is looking for a candidate with "Senior-level" experience level.

What is the process to apply for this position at America's First Federal Credit Union?

You can apply for this role at America's First Federal Credit Union either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.