Contact Center Representative II

SUMMARY

The Contact Center II Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, resolving member issues, and demonstrating behaviors supporting the County Federal Experience. This includes communication with members through phone and digital channels. This individual will adhere to compliance with all policies, procedures, and regulatory requirements. He/she may also be asked to perform account maintenance activities and process basic financial and lending transactions.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·         Education and/or Experience. A high school diploma or GED equivalent and range of 2-4 years related experience and/or equivalent combination of education and experience. 

·         Certificates, Licenses, and Registrations.  None required, none preferred.

·         Geographical Location.  This position may be eligible for a flexible work arrangement. Individuals working in this position must be located within the state of California.  

ESSENTIAL FUNCTIONS

·         Answering calls of a specific or general nature; directing members to appropriate departments as needed

·         Performing basic teller functions, including processing share, and share draft deposits, withdrawals, loan payments, and draft stop payments

·         Performing account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.

·         Opening new membership and subsidiary accounts, including all types of depository and account ownership

·         Have a thorough understanding of SCCFCU’s product and service offerings

·         Cross-selling products and services within established guidelines

·         Answering questions and resolving problems on products, services, and operational procedures

·         Provide technical and subject matter expertise to team members

·         Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments

·         Assist in training new employees

·         Ensuring operations are conducted in accordance with established Credit Union policies, and legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA-AML program

·         Acting as back for other positions as needed, including but not limited to branches and corporate

·         Other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES

·         Detail-oriented, self-starter who can work independently and/or remotely

·         Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels

·         Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner

·        Ability to perform multiple, simultaneous tasks and changing priorities in an efficient, confidential, and effective manner

·        Ability to conduct thorough research, and escalate issues appropriately to provide workable recommendations and solutions to problems

·        Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures as well as taking advantage of the continuing education opportunities within and outside of the Credit Union

·         Maintains thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services

·         Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools, and MS Office:  Word, Excel, PowerPoint, and Outlook

·         Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity.

·         Humble: Lack of excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self.  Shares credit emphasizes team over self and defines success collectively rather than individually.

·         Work Intelligently: Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

PHYSICAL REQUIREMENTS

The physical demands described below 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 position’s essential functions.

·         Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects.

·         Occasionally lift and/or move up to 10 pounds.

EEO STATEMENT

SCCFCU encourages diverse applicants to apply for all positions.  SCCFCU does not discriminate in employment opportunities or practices on the basis of race, color, religion, creed, sex, familial status, marital status or domestic partner status, national origin, age, disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition including genetic characteristics, veteran or military status, sexual orientation, gender identify, gender expression, any persons holding an undocumented “AB 60” driver’s license, or any other characteristic protected by law. This provision also includes the perception that anyone has any of the above characteristics or is associated with a person who has or is perceived as having any one of these characteristics. Discrimination based on any of these protected classifications is unlawful and is a violation of company policy. The Company makes all employment decisions without regard to these protected statuses and does not tolerate harassment or discrimination.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.  Santa Clara County Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises.