Virtual Contact Center Representative III

Role:

To provide exceptional service and support to members and potential members through multiple channels, including phone, video, email, text, and other electronic services. This role assists members with their credit union needs by offering accurate information, resolving inquiries, performing transactions, and recommending products and services that best meet members' financial goals. The Virtual Contact Center Representative III works collaboratively with other departments to create a seamless, positive member experience.

Knowledge and Skills:

Experience Three years to five 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 ' Strong communication and interpersonal skills with a professional and engaging demeanor across all service channels.
' Ability to handle multiple priorities and member inquiries efficiently while maintaining attention to detail.
' Working knowledge of credit union products, services, policies, and electronic delivery systems.
' Problem-solving skills with the ability to research, analyze, and resolve member concerns effectively.
' Proficiency with digital communication tools, online banking systems, and Microsoft Office applications