Call Center Representative

Overview What You Will Do

• Promote SSFCU products and services to existing and potential members while providing outstanding service through all contact channels.
• Offer guidance and support to foster a long-term, full-service relationship; follow Member Contact Center standards, processes, established policies, and procedures when processing transactions and inquiry requests.
• Provide support to MCC agents with escalated member situations, ensuring the best possible solution for the member and the credit union.
• Provide a high level of service to our members with consistent, friendly, personalized service to each caller.
• Demonstrate solid knowledge in Officer Level Skills and proficiency in Assist and Escalation skills.
• Process member transactions/requests efficiently and accurately within established processes and procedures while following all applicable regulations and making exceptions when appropriate.
• Support SSFCU's vision to expand and build member relationships with advanced knowledge of SSFCU products and services.
• Recommend products and services that align with member needs to enhance the member experience, contributing to growth and profitability.
• Demonstrate a business owner mentality and actively engage in and foster a teamwork environment.
• Provide suggestions for improvement and perform leadership functions; proactively lead, teach, and mentor peers.
• Demonstrate empowerment through confidence and a strong ability to make decisions balancing the best interest of members and the credit union.
• Complete any other job-related duties needed to help drive our Vision, fulfill our Purpose, and abide by our Organization's Values.

• High school diploma or equivalent.
• Minimum of three (3) years of call center or financial institution experience or comparable experience in cash handling, customer service, or sales.
• Knowledge of SSFCU products and services; ability to recommend products and services that enhance the member experience and contribute to growth and profitability.
• Positive, professional, business-owner mentality.
• Ability to actively engage in a teamwork environment and demonstrate increasing levels of empowerment through confidence and independent decision making.
• Strong interpersonal skills, including excellent verbal communication, a clear speaking voice, and good writing skills.
• Proficient computer skills with knowledge of Word, Excel, and Internet.
• Willingness to develop Officer-level skills and expand knowledge to foster professional growth and additional responsibilities.

• Excellent problem solving skills.
• Time management skills with timeliness and efficiency in all aspects of the job.
• Ability to multitask in a fast-paced environment.