Empower Federal Credit Union
Call Center Representative (Project Management)
Role: Research, resolve and respond to a wide variety of member issues and requests received electronically or by phone with a strong degree of professionalism, service and sales. Deepen member relationships through the introduction of products and services compatible with member need. Essential Functions & Responsibilities: Performance Measurements: See Dayforce for Performance Goals Knowledge and Skills: Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Other Skills: Physical Requirements: Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. This Job Description is not a complete statement of all duties and responsibilities comprising the position.
65% Respond to member questions and resolve critical issues received through a variety of communication channels. Priority assignments are balances, transfers and payments, electronic banking enrollments, password resets and lockouts, bill pay issues and technical troubleshooting, Courtesy Pay and check orders. Lost/stolen debit/credit cards, debit/credit card pin resets, new/replacement card ordering, travel notes, pin resets and researching card declines. Process fee refunds and check hold releases according to established limits. Maintain strict adherence to security protocols for identifying members, Empowers Service Standards and those of the Call Center Department. Provide outstanding member service with everyone member interaction.
15% Recommend products and convenience services that fit member need with an emphasis on building relationships.
15% Meet or exceed assigned goals. Maintain adherence to established schedules; changes to be approved by a Manager. Stay aware of the availability of fellow employees and falling service levels ensuring adequate phone coverage at all times.
5% Take responsibility for self-improvement by continuous and constant training in order to provide the highest level service possible. Perform all other duties as assigned.
Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
1. Must have a working knowledge of spreadsheets and word processing software; must be able to use a PC and all types of general office equipment.
2. Must possess excellent verbal and written communication skills.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to sit of long periods at a time, use hands to finger, handle, or feel, and to talk or hear. The employee is occasionally required to walk; reach with hands and arms; and stoop, kneel, crouch crawl. The employee must occasionally lift and/or move up to 25 pounds.