Contact Center Specialist I

POSITION DESCRIPTION: Contact Center Specialist I Department : Contact Center Classification: Non-Exempt Reports to: Contact Center Manager GENERAL DESCRIPTION: As a Contact Center Specialist I, you will provide exceptional member service by serving as a trusted resource for account servicing, transactions, digital banking support, and general inquiries through phone, email, chat, and other communication channels. You will build strong member relationships by actively listening, identifying needs, and delivering accurate information and personalized solutions. Through adherence to authentication, security, and fraud prevention procedures, you will protect member information while supporting the use of Credit Union products and services that help members achieve their financial goals and contribute to the Credit Union's success. ESSENTIAL FUNCTIONS: Performs essential duties and responsibilities in the following areas, which may include, but are not limited to those listed, and are subject to change: Serve as the first point of contact for members, providing professional, friendly, and accurate service through inbound and outbound phone calls, email, chat, and other communication channels. Build positive relationships with members by actively listening, identifying needs, and providing accurate information and personalized solutions regarding credit union products, services, accounts, digital banking tools, and policies to enhance the overall member experience. Research and resolve member inquiries, concerns, and basic account issues promptly, escalating complex situations when appropriate Accurately document member interactions and maintain detailed records within guidelines. Achieve production standards measured through handle and talk time, number of calls, abandonment rate, loan referrals, audits, and other factors. Work independently, prioritizing work to accurately complete daily assignments in support of the Credit Union goals. Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills Uncover additional services that a member’s relationship will benefit from; cross-sell these products and services Stay current on CTFCU products, services, policies, and procedures through continuing education; protect member accounts and information by properly verifying identity, maintaining confidentiality, adhering to security protocols, and helping prevent and detect fraudulent activity. Comply with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC). Demonstrate CTFCU's core values in every member and employee interaction while supporting the Credit Union's mission, vision, and commitment to exceptional member service. Perform additional duties and responsibilities as assigned to support departmental objectives, member service excellence, and overall organizational success. The ideal candidate will possess the following qualities: Member-focused with a genuine passion for helping others and creating positive experiences. Dependable and accountable, with a strong commitment to attendance, performance, and follow-through. Skilled at communicating clearly, actively listening, and professionally resolving member inquiries. Team-oriented and collaborative, fostering positive relationships with colleagues across the organization. Adaptable and eager to learn, while maintaining a strong commitment to confidentiality, security, and fraud prevention. PERFORMANCE MEASUREMENTS Consistently meet or exceed individual and team scorecard goals related to service quality, productivity, and member experience. Achieve established performance metrics, including average handle time, schedule adherence, call efficiency, and other Contact Center key performance indicators. Contribute to team service level objectives by supporting goals related to call volume, response times, and abandonment rates. Identify member needs and achieve referral goals by recommending products and services that provide value to members and support organizational growth. Exemplify professional conduct and exhibit the CTFCU's core values through professional conduct, commitment, collaboration, adaptability, and curiosity. QUALIFICATIONS High school diploma or equivalent. Strong verbal and written communication skills with the ability to build positive relationships and provide exceptional member service. Working knowledge of computer systems and common business software applications. Ability to accurately type, navigate multiple systems simultaneously, and effectively multitask while assisting members. Strong organizational, problem-solving, and time management skills. Ability to maintain confidentiality and follow established security, authentication, and fraud prevention procedures. Dependable with a strong work ethic, professional demeanor, and commitment to teamwork. DISCLAIMER AND ACKNOWLEDGEMENT Position descriptions possess the essential functions and basic duties of the role. Peripheral tasks may have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements contained above be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. Position descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. Equal Opportunity Employer: M/F/Disability/Veteran. I have received a copy of the above position description and understand the role’s expectations for performance. I understand that should I have questions or need additional directions, it is my responsibility to seek clarification and/or assistance from my direct supervisor.