The Contact Center Representative (Tallahassee, FL & Adel, GA) enhances the member's experience by providing accurate, professional, and prompt handling of all member inquiries and transactions primarily via telephone and e-mail communication. Furthermore, they act as the member's personal representative by building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

RESPONSIBILITIES:

Serves the member in an accurate, professional, courteous, efficient manner through prompt handling of all teller functions and demonstrates our member service standards with both internal and external members. Performs transactions with a focus on member satisfaction and retention.
Performs operational teller activities using various equipment including a telephone headset and camera, working extended hours when necessary or needed.
Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses knowledge of operations and security procedures in order to make real time decisions including exceptions, adjustments, and overrides.
Resolves complex and non-routine inquiries concerning credit union policy and operating procedures; researches and solves member issues.
Protects the Credit Union's financial interests by complying with internal and external policies, procedures, and regulations.
Utilizes the credit union's on-line systems and website to facilitate members' transactions. Identifies cross-selling opportunities, selling new or additional products or services that meet members' needs, and makes appropriate referrals to other credit union areas.
Maintains up to date knowledge of the credit union's products, services, promotions, policies and procedures to retain and enhance member account relationships.

Other Responsibilities:

Performs job duties in accordance with policies established by the Board of Directors under the rules and regulations set by the National Credit Union Administration, the State of Florida, and any applicable State laws for financial centers located in other States.
Complies with Reg E, BSA, OFAC, and CIP requirements such as reporting suspicious or unusual activity to manager.
Fully supports in actions and words First Commerce's Vision, Mission, Core Values and Service Standards.
Attends meetings timely and as required; reports to work as scheduled and adheres to First Commerce's dress code.
Performs other duties as assigned.

REQUIREMENTS:

A sincere desire and commitment to serving members primarily through phone and email communication.
Enthusiastic individual who can respond to high volume of inbound calls.
Excellent listening skills with attention to detail.
Excellent communication skills - written and verbal.
Strong computer skills and comfortable with multi-tasking in fast-paced Windows environment.
Ability to handle confidential information.
Proven ability to learn a vast amount of information quickly and independently.
Exhibits patience and a consistent positive attitude when handling irate members and difficult situations. Handles stress well.
Proven performance in demonstrate patience when dealing with irate members.
Enjoys working in a support department with limited mobility and face-to-face member interaction.

EDUCATION AND EXPERIENCE:

Minimum of a high school diploma or equivalent.
A minimum of 1+ years of Call/Contact Center experience, teller experience or related credit union, banking, or other financial institution experience with demonstrated sales and service performance.