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Contact Center Representative I

Posted: 07/25/2022

Veridian is consistently being voted a top workplace. We value diversity and inclusiveness and go the extra mile to make sure our employees feel like they belong! If you're looking for a fun workplace culture, competitive pay, outstanding benefits, paid time off, a healthy work-life balance, high quality training, career advancement opportunities, and giving back to our community, including paid volunteer hours, we'd love for you to join our team!
 
Summary
Under general supervision and in compliance with established policies and procedures, the Contact Center Representative I is responsible for providing superior member service by conducting transactions accurately, assisting members with their financial goals, and promoting Veridian products and services over the phone.
Essential Functions

  • Provide quality interactions with inbound and outbound member calls that create an excellent service experience to promote the Veridian brand.
  • Understand and be familiar with Bank Secrecy Act (BSA) guidelines.
  • Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments.
  • Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc.
  • Actively cross-sell credit union services by providing information to current, new and potential members.
  • Consistently achieve established monthly and annual sales and service goals.
  • Actively refer members to appropriate position and/or department within all Veridian Companies.
  • Maintain necessary departmental files, updating member/credit union information as required.
  • Prepare and maintain reports as required.
  • Maintain member confidence and protect operations by keeping information confidential.
  • Contribute to team effort by accomplishing related results as needed.
  • Proficient in answering member inquires surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc.
  • Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions.
  • Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.
***Hybrid scheduling available

Type of Employment: Part-Time

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