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FT/PT Contact Center Representative III (hybrid optional)

Posted: 09/11/2022

Want to be a part of something great? Veridian is looking for individuals to join our award-winning team. Start your journey and apply today.

 ?Apply Here:  https://www.veridiancu.org/belong/careers/opportunities/2668/Contact-Center-Representative-III 

Fluency in Spanish speaking welcome. Earn $1.50 more per hour worked!

Benefits:  https://www.veridiancu.org/belong/careers/benefits-overview 

 
JOB DESCRIPTION
 
The Contact Center Representative III is service driven with an eye/ear for sales opportunities to assist our members with their financial goals. The position acts ethically, has strong multitasking skills and leads from an owners perspective with limited supervision.

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.
Process member/non-member requests for all new account types, including determination of eligibility, completion of necessary documents, establishing account on credit union data processing system, and continued member follow-up.
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 inquiries 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.
Support electronic communication channels: secured messages, queued emails, chat, etc.
Support Card Services by completing travel alerts, block/unblock plastics, authorization research and troubleshooting card activation through secondary software access.

KEY ATTRIBUTES
Oral and written communication skills.
Member service focus.
Attention to detail and accuracy.
Positive attitude that supports a team environment.
Dependable and punctual; flexible during peak times.
High level of confidentiality.
Organizational skills.
Self-motivated; ability to work without close supervision.
Problem solving; analysis.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
Occasionally lift and/or move items over 10 pounds.
Remain sedentary (seated) for extended periods of time.

WORKING CONDITIONS
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

TRAVEL
Limited travel expected.

REQUIRED EDUCATION AND EXPERIENCE
High School Diploma.
6+ months of related work experience in Member service, preferably in a call center environment and/or at a financial institution.
6+ months of Veridian product and service knowledge.
Proficiency in electronic services.
Fluent computer skills in a Microsoft Windows Environment.

PREFERRED EDUCATION AND EXPERIENCE
Successfully completed all Contact Center modules and demonstrates understanding of information.

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

ABOUT VERIDIAN
Veridian Credit Union provides equal employment opportunities to all employees and applicants for employment without regard to age, race, creed, color, sex, pregnancy, sexual orientation, gender identity, military service, national origin, religion, physical or mental disability, genetic information, or any other classifications protected by applicable federal, state or local laws.

Type of Employment: Part-Time

Premium Job Posting (contact for more information): Premium Job Posting