SUMMARY

A Contact Center Specialist handles all incoming calls in a prompt, courteous manner. Seeks resolutions for member questions or issues regarding accounts, orders, payments, products and/or services the member has with the Credit Union. Responds to all other methods of contact between a member and the Credit Union including email, contact us requests, and online banking requests. A Contact Center Specialist is knowledgeable in all Credit Union products and services to be able to efficiently and effectively cross sell to enhance a member’s relationship with Monroe Community Credit Union. This individual will foster an environment that produces exceptional member service in accordance with MCCU’s Passion Statement.

CORPORATE COMPETENCIES

1. Member Service and Value – Deliver exemplary service internally and external in accordance with the credit union’s service standards and in a professional manner that projects confidence, knowledge, and ability to provide options and solutions to meet member needs within established policies and procedures. Interactions with members provide value and generate goodwill and a positive image of MCCU as a trustworthy financial institution.

2. Job Knowledge– Maintain a high level of financial services knowledge and understanding of the business environment and trends, including the credit union’s products and services. Comprehend all phases of work applicable to the position. Complete corporate training, education, and organizational development as required to effectively perform duties and responsibilities. Understand and adhere to all policies and procedures of the credit union.

3. Accountability/Accuracy/Efficiency – Maintain a superior level of attention to detail and ensure accuracy in all transactions and activities performed. Organized and thorough in completing duties and a reliable team member. Ensure established processes and procedures are complied with and are consistently executed. Display selfmotivation. Accept responsibility for own actions and hold others accountable to maintain appropriate levels of performance in accordance with established policies and procedure.

4. Professionalism- Consistently conduct oneself in a professional manner including appearance, habits, courtesy, punctuality, and attitude. Show respect and sensitivity for cultural differences; promote working environment free of harassment of any type. Follow policies and procedures; complete administrative tasks correctly and on time; support the credit union’s goals and values; represent the credit union through outside activities. Possess a high level of integrity and work ethic, uphold organizational values. Maintain the highest level of confidentiality.

5. Team Player- Possess exceptional collaborative skills to work cross functionally with various departments and operational areas to solve problems and advance ideas and innovation. Maintain positive working relations with all credit union team members to achieve corporate and departmental goals and objectives. Treat people with respect; keep commitments; inspire the trust of others.

6. Decision Making - Consistently apply superior data driven decision-making techniques pertaining to job duties, inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as a tool for development. Exercise good judgement in making decisions, ensuring appropriate supervisory approvals are obtained.

7. Communication – Exhibit strong communication skills with internal and external stakeholders. This includes appropriate collaboration and engagement of staff and other higher-level executives in information gathering and sharing, projecting management, and implementation of projects and other assignments. It also includes communication with vendors, members, and other external parties. Respond to inquiries or refers inquires to the appropriate department or person and exhibiting the necessary follow through with members and/or staff involved.

ESSENTIAL DUTIES

Responsibilities and duties related to this function are:

1. Respond to members in a courteous, professional, and timely matter
2. Build positive relationships with members by assessing needs and recommending appropriate financial solutions.
3. Follow-up with member requests within 24 hours. These requests may be written, email, telephone, or secured online banking messages.
4. Process a variety of financial transactions for members including, but not limited to, transfers, stop payments, credit card or loan payments, check copies, check ordering, copies of histories and statements, wire transfers, rate quotes, open sub accounts, etc.
5. Maintain member confidentiality by utilizing proper verification questions and avoid unauthorized disclosure of member information.
6. Provide assistance to members using remote channels including but not limited to Online/Audio Banking, Remote Check Deposit, and iPay.
7. Evaluate Member’s accounts and provide refund assistance in accordance with credit union guidelines and the member forgiveness model.
8. Troubleshoot problems, and handle disputes with ATM and debit cards.
9. Participate in all credit union promotions of products and services.
10. Meet contributor level for all products and services listed in the Contact Center Incentive program set by the Contact Center Manager (incentives and products and/or services may change from time to time).
11. Other Department Duties - Assumes responsibility for department functions in the absence of staff members or in overload situations.
12. Other Assigned Duties – This position performs other functions and duties that may be assigned from time to time.

ENVIRONMENT AND PHYSICAL ACTIVITY

The incumbent is in a non-confined office type setting in which he or she is free to move about at will. The position includes driving to MCCU branches which includes exposure to the outside weather elements and moving mechanical parts. It may include some minor annoyances such as noise, odors, drafts, etc.

While performing this position, the incumbent spends time writing, typing, speaking, listening, lifting (up to 75 pounds), driving, carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any of the following: telephone, cellular telephone, copy and fax machines, adding machine (calculator), scanning equipment, encoder, money counter, credit card terminal, computer terminal, laptop computer, and related printers, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, member and vendor contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or Associates Degree preferred.
• Places a high priority on serving the member and provides efficient and enthusiastic service during each member interaction.
• Self-starter with attention to detail, excellent organizational skills and ability to work in a team environment
• Able to work well under pressure and follow timelines
• Excellent oral and written communication skills
• Must have thorough knowledge of CU products and services
• Demonstrated ability to understand and correctly interpret all forms, transaction entries, rate sheets, general documents and procedure manuals
• Demonstrated ability to recognize member needs and offer appropriate solutions
• Proficient in problem resolution and solving member disputes
• Self-motivated to ensure accurate product knowledge for all personal and business products and services.
• Ability to speak effectively with members, potential members, and other employees of the organization
• Frequent need to be resourceful and persuasive using a high degree of concentration, patience, and initiative.

Leadership reserves the right to change this job description at any time according to business needs.