POSITION SUMMARY:
The CONTACT CENTER REPRESENTATIVE is responsible for responding to member needs with high quality service, quickly and efficiently, via multiple media channels. Basic functions include customer account maintenance, plastics maintenance, transfers and payment processing. The contact center representative will provide member service through research and troubleshooting. The Contact Center Representative should always strive to exceed the expectations of the members.
*Employees are expected to demonstrate and maintain an up-to-date knowledge of and ensure compliance with applicable regulatory requirements, including but not limited to BSA, OFAC, CIP, and internal policies and procedures.
DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS):
- Provide account information to members
- Cross-sell other products and services that the Credit Union offers
- Perform transactions such as account transfers and fee adjustments
- Account maintenance - opening/closing accounts, name/address changes
- Maintenance on Plastics (Visa Check and Visa Credit) - such as card activation, bonus point maintenance, card ordering, troubleshooting
- Visa increase processing - take information for lending decision, follow through with member to ensure request is processed
- Payment processing - order coupons, provide payment information, receive payments.
- Payroll adjustments/corrections
- eCommerce support - login/password assistance, front-line technical assistance, support for ePay/ uDeposit/ Purdue Federal CU Online/ Purdue Federal CU Phone/ Online Account Opening
- Provide statement copies, historical account summaries, and check copies
- Handle merchant verifications
- ePay payment research
- Assist with Visa service on Fidelity system
- Online banking troubleshooting
- ePay support
- Assigned projects such as ePay account closures, online member apps, fax/mail processing and tracking, online stop payments, abandoned property follow-ups, outbound issue calling.
Required Skills
- High School Diploma or GED equivalent
- 1 to 3 years experience in call center operations and banking preferred
- Customer service and computer skills required
- Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts
- Competent computer skills
- Ability to follow the core values of honesty, integrity, mutual respect, pride and ownership
- Strong organization skills and attention to detail
- Ability to communicate, verbally and in writing, in a professional manner when dealing with employees, members, vendors and company contacts
- Ability to work well under pressure and constant interruptions
WORK ENVIRONMENT/PHYSICAL DEMANDS:
- This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phone, photocopiers, filing cabinets and fax machines
- This position requires manual dexterity, the ability to lift files and open filing cabinets
- This position requires sitting, bending, stooping or standing as necessary
PURDUE FEDERAL CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER M/F/DISABILITY/VETERAN
Required Experience