Contact Center Representative

Cornerstone Community Financial Credit Union is seeking a Contact Center Representative to provide exceptional member service in their contact center. The role involves handling member inquiries through various communication channels, recommending products and services, and ensuring compliance with company policies and regulations.

Responsibilities

• Answers calls within the credit unions specified allotted time to maintain service metrics. Responds to member questions, concerns and inquiries and ensures each member receives outstanding member service by performing within CCF’s vision, mission, goals, and living our service promises through inbound calls, outbound calls, email, and all digital platforms
• Identifies opportunities to deepen the member relationship by recommending credit union products and/or services to meet the members short-term and long-term financial needs. Educates members on benefits of products and services. Refers members to other credit union representatives, as appropriate
• Processes transactions, updates account information, and documents member interviews in our core system promptly, efficiently, and accurately with close attention to detail
• Researches situations and collaborates with internal departments, as necessary, to resolve concerns
• Performs department related support duties, to include, but not limited to scanning, faxes, and working daily reports
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

Skills

• Up to six months of similar or related experience including time spent in similar or preparatory positions
• A high school degree or GED is required
• Courtesy and tact are essential elements of the job
• Demonstrated strong customer service skills that include proven ability to handle difficult member interactions
• Strong communication skills must be demonstrated through oral and written means
• Proficient in the Microsoft suite of products including Word, Excel, and Outlook
• Possesses basic mathematical skills and is proficient in the use of calculators
• Must be able to multitask effectively between multiple systems to assist members with their inquiries
• Ability to be bonded

Benefits

• Competitive Base Compensation: Competitive salary with eligibility for performance-based incentives.
• Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
• Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
• Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
• Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
• Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
• Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
• Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
• Employee Assistance Program (EAP): Confidential support services for personal and professional challenges

Company Overview