Contact Center Service Representative - 30 Hours Per Week

SAFE Credit Union is a financial institution offering various services to its members. The Contact Center Service Representative is responsible for handling customer service calls, resolving inquiries about accounts and products, and cross-selling services while maintaining a positive member experience.

Responsibilities

• Process member transaction requests, addressing and resolving concerns, as well as providing solutions
• Represent SAFE’s Brand Promise by providing a positive and professional experience to members and non-members
• Input credit applications for consumer loans and credit lines through LoansPQ application
• Conduct extensive member profiling to determine members’ needs
• Achieve member service standards, sales performance expectations, and quality Business Partner referrals through SAFE’s referral application
• Provides phone support and simulates or recreates problems to provide resolution to members for operating difficulties
• Consult with other departments and branches to assist with members’ needs
• Maintain posting drawer and balance daily; close drawer at the end of each shift
• Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services
• Complete opening and closing checklists, when applicable
• Adhere to Attendance and Punctuality Guidelines
• Complete other duties, as assigned

Skills

• High school diploma, or equivalent
• Customer service experience required
• Excellent communication and public relations skills
• Ability to work well under pressure
• Computer and related software application skills, including Microsoft Word and Excel
• Solid math skills and bookkeeping abilities
• Excellent communication skills (verbal, written, listening skills, and empathy)
• Expert ability to build relationships with other leaders, business partners, and stakeholders
• Ability to interpret a variety of instructions furnished in written, oral, or schedule form
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Benefits

• Full medical
• Vision
• Dental
• 401k matching
• HSA
• FSA
• Professional Development Opportunities: Offering training programs, workshops, and mentorship.
• Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
• Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
• Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
• Career Growth: Clear paths for career advancement and internal promotions.
• Work-Life Balance: Encouraging a healthy balance between professional and personal life.
• Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
• Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
• Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
• Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
• Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.

Company Overview