Contact Center Representative (Full Time)

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Come grow with us! This is a Full Time Opportunity.

General Summary: The primary purpose of this position is to assist First Commerce in fulfilling our vision to be our member's financial partner for life through remarkable member service delivery as defined by our service standards as well as building and maintaining strong member relationships through identification of member's financial needs and effectively recommending appropriate products and services to meet those needs.

Job Duties:

• Responds to member inquires including ATM, iBranch, debit, credit, payroll, ACH, wires, rates, Mobile Banking, uMonitor, Bill Pay, Pop Money and CPI premiums.
• Accurately completes routine financial transactions including transfers, loan payments, adjustments, address changes, orders checks, wire transfers and loan coupons, maintenance on all types of accounts including but not limited to auto pay, auto transfers and EFT in accordance with established policy/procedures.
• Identify needs that can be met with credit union products and services through cross selling including opening deposit product accounts.
• Professionally corresponds with members using email, & fax with a sense of urgency.
• Balances transactions on a daily basis.

Other responsibilities:

• Will perform 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 checking names against OFAC for new deposit or loan relationships.
• 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 as well as other policies and procedures specific to the retail financial center group
• Performs other duties as assigned.

Requirements:

Education: High school diploma or equivalent

Experience: A minimum of 1 year of Call Center experience, teller experience or related credit union, banking, or other financial institution experience with demonstrated sales and service performance.

Skills:

• 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.