Contact Center Representative II

Here at SFCU we define our culture as one of GROWTH . Growing our member , growing our employee , and growing our organization . We are seeking candidates with strong communication and organizational skills, preferably with some foundation of lending knowledge and an eagerness to learn and grow in the lending sales sector. In this role y ou will be responsible for assisting members and potential members with their requests; explain services, respond to problems, and direct phone calls to the appropriate area. You will interact with members and non-members to assist with loan applications, answer loan related questions, cross sell services, collect information or conduct follow-up while maintaining a positive attitude and professional demeanor ensuring a seamless experience for each member.

Reporting : Onsite Bainbridge NY

• Note-this role may have hybrid option with an expectation of reporting in office a minimum of 2 days per week. To be determined by development of proficiency and skills.

Compensation : $22.30-$27.87 / hr

Essential Functions & Responsibilities :

Consistently resolve customer issues on the first contact, demonstrating superior problem-solving skills and product knowledge. Ability to handle complex or unique inquiries without the need for escalation.

Assist fellow Contact Center Representatives with member questions, concerns, or complaints in a professional manner in accordance with SFCU's standards of quality service.

Proactively identify cross-sell credit union products and services to members, enhancing their financial well-being an contributing to the credit union's growth.

Demonstrate a high degree of proficiency in managing and updating member account information within multiple systems. Ensure data accuracy, adhering to compliance standards, and utilizing advanced system functionalities to support optimal member service.

Participate in special assignments and projects as requested by management.

Assist the Virtual Branch as needed, cross training for the ability to answer chats, open new accounts and process loan applications online when needed.

Perform other related duties as assigned.

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 Efficiently manage multiple tasks simultaneously, such as handling various member interactions across different channels. Proficiency in utilizing advanced technologies, including CRM systems and AI tools.

Equal Opportunity Employer / Veterans / Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability .

Job Posted by ApplicantPro