MSC Contact Center Representative

Here at SFCU we define our culture as one of GROWTH. Growing our member, growing our employee, and growing our organization. This is a great opportunity for the right candidate to work in a member-centric organization that is committed to cultivating employee career growth, as well as providing exceptional customer service to our membership. While this may be a "back office" position, you hold a valuable role in representing sfcu as a first-time resolution contact for our membership. You will be continuously learning, building skills and knowledge in every department as you support our membership. This a great "first step" in building a career at sfcu.

Job location: This position has the option to be remote after the transition/training period. In office reporting (as determined by the hired applicant home location) will be necessary for training.

Compensation: $18.59-$20.92

Sfcu benefits statement: SFCU offers a comprehensive benefits package including 401K, wellness benefit options, paid time off, federal holiday pay and NYS sick time. In addition, SFCU fosters employee development through career pathing and a tuition assistance program.

Primary Responsibility:

Assisting our members and potential members with their telephone requests; answer questions about products and services and resolve problems that are within authority to resolve; refer problems that are beyond authority to supervisor, along with recommendations.

Accurately and efficiently addressing and resolving concerns as a once stop solution resource.

Clearly explain products and services to members and potential members.

Maintain professionalism to build member relationships with every interaction.

Identify member needs and cross-sell opportunities and utilize conversations to cross-sell services to members.

Build a vast knowledge of SFCU products and services to be capable in discussing features and benefits to find solutions to meet member needs.

Maintain accurate member account information on computer system.

Assure that appropriate records are accurately maintained and required reports are prepared.

Represent the MSC as appropriate in its relationships with members, miscellaneous businesses, suppliers, other financial institutions and similar groups.

Assist other departments as needed.

Perform other related duties as assigned.

Knowledge and Skills:

Experience One year to three years of similar or related experience.

Education A high school education or GED.

Interpersonal Skills:

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills:

Good listening and telephone skills; able to operate computer keyboard.

Able to make decisions with minimum information.

Ability to proficiently work with third-party computer systems such as Client Workstation, Docusign, Meridian Link, State National and CST.

Candidates must possess a high level of professional oral and written communication skills.

Candidates must be detail oriented.

Initiative to learn multiple systems and product knowledge proficiently.

Ability to multi-task using multiple systems simultaneously.

Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.