Live Chat Specialist

This is a non-remote position and will require that the employee report to work onsite at the designated work location.

Position Summary:

The position of Live Chat Specialist is established to provide prompt, professional and accurate information as well as to cross-sell credit union products and services to existing members to meet their needs and increase member satisfaction primarily through the Live Chat communication channel. Actively participates in the promotion of credit union products and services to existing and potential members. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Promptly answer all incoming Chats in a polite manner; determine the nature of the business and personally assist within the guidelines set by the department after properly authenticating.
• Assist members in conducting routine and advanced transactions by Chat utilizing the Symitar computer system.
• Assist with more difficult transactions, problems and or questions requiring research and resolution.
• Perform file maintenance and follow up procedures to include online data changes.
• Actively cross-sell products and services to members, and track in accordance with credit union rules and procedures. Participates in the promotion of credit union products and services to existing and potential members.
•  Assist members with general questions regarding all products and services. Assist members with basic technical support and troubleshooting, basic loan and IRA product information. 
• Prepare member correspondence, subject to Supervisor approval.
• Assist on the phones when assigned, if Live Chat is unavailable and/or as department needs dictate.
• Determine membership eligibility, quotes savings rates and open new accounts by telephone and mail.
• Actively participates in credit union and department sprints and initiatives.
• Follow all established policies and procedures, including but not limited to proper authentication and verification.
• Participate in AML/BSA compliance training as assigned.  Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Other Duties and Responsibilities

• Organize and/or conduct periodic staff meetings on sales, service and operational topics as needed.
• May perform audit functions, balance department totals or other support as assigned by management.
• Assist with answering phone calls when call volume is high.
• May provide guidance and training to other employees.
• Perform other duties as assigned.

Physical Demands and Work Environment

While performing the duties of this position, the employee is regularly required to talk and hear; to reach with hands and arms, use hands to finger, handle or feel objects, tools or controls.  The employee is occasionally required to walk, stoop, kneel, crouch or crawl.  Intermittent keyboarding comprises 75% or more of assigned work.  The noise level in the work environment is usually moderate.

The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.
• Effective human relations and communications skills with the ability to communicate clearly and effectively with a wide audience.
• 1 year of experience in a call center environment or 2 years of customer-facing financial institution experience.
• 1 year of experience with cross-selling, up-selling and/or referring products.
• Professional appearance and demeanor.
• Effective written and oral communication skills.
• PC proficient; Microsoft Office experience.