Contact Center Representative at Greater Iowa Credit Union in Ames, IA

Greater Iowa Credit Union is looking for five contact center representatives to assist our members, potential members, and vendors with their telephone requests. As a Contact Center Representative, you would explain our products and services, respond to problems, and if needed, direct phone calls to appropriate area.

Location: 826 N 2nd St, Ames, IA 50010

Hours: Monday-Thursday 8 am - 5 pm Friday 8 am - 5:30 pm Saturday 9:00 am - 12:00 pm

Essential Functions and Responsibilities:

• Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
• Service skills: Responds to inquiries/issues utilizing various online resources such as email and online chat. Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
• Operate Interactive Teller Machine (ITM) and process financial transactions including deposits, withdrawals, cash checks, loan payments and transfers. Balance drawer and transactions daily.
• Routinely check for accuracy of member contact information during member interactions and complete contact information change process when appropriate.
• Dependability: Extent to which you fulfill instructions and responsibilities including attendance punctuality and amount of supervision required.
• Working Relations: Your effectiveness in interactions with others including: interpersonal skills, cooperativeness, approachable/open, conflict management and promotes positive environment.

Performance Measurements:

• Provide accurate, courteous, friendly, timely, and professional phone service to all members, potential members, vendors, and co-workers.
• Adheres to member service standards, core values, the credit union's promise/vision and supports the strategic objectives of the credit union.
• Answer and/or resolve all phone calls, minimizing the number of transfers that have to be made to another person.
• Respond to all correspondence within one day.
• Answer telephone immediately.
• Process member transactions with zero errors.
• Maintain a professional appearance and atmosphere for the department.
• Live the values of the organization by: Being Greater Every Day, Be Accepting, Be a Good Steward, Be Relentlessly Helpful, Do What You Say, and Do the Right Thing.