Contact Center Consultant
Company: UT Federal Credit Union
Posted on: May 16, 2022
Job DescriptionSUMMARY:Responsible for answering and responding
to member inquiries received through the telephone contact center.
Provides superior service to members and potential members via
phone, mail, email, fax, or home banking. As the initial contact
person, represents the credit union in a professional, courteous,
and helpful manner. Provides prompt, professional and courteous
support and assistance to members and credit union employees. The
Contact Center Consultant does this by meeting the qualifications
and performing the duties listed below. ESSENTIAL DUTIES AND
RESPONSIBILITIES include the following. Other duties may be
- Provides friendly, responsive service to all members;
cultivates and maintains appropriate relationships with members and
co-workers; abides by UT Federal Credit Union's Global and
Departmental Service Standards and encourages teammates to do the
- Manages complaints, resolves problems, and responds
appropriately to contact center inquiries via phone, email, and
- Demonstrates a thorough knowledge and understanding of credit
union consumer products and services and related policies,
procedures, rules, and regulations to accurately assist members
- Share and share draft accounts
- Loan products
- Credit and Debit card services
- Online/Mobile/Telephone banking
- Wire transfers
- Direct deposits
- Payroll deductions
- Other services as directed
- Demonstrates a basic knowledge and understanding of credit
union business products and services and related policies,
procedures, rules, and regulations.
- Within established levels of authority, efficiently and
accurately processes members' financial transactions and performs
member account file maintenance.
- Educates members on appropriate products and services to
benefit the member and achieves referral and/or sales goals set
forth by the credit union.
- Maintains the highest level of confidentiality with all member
- Appropriately mitigates risk through accurately completing
member requests for stop payments and member disputes of
- Provides supports to other credit union employees in electronic
interfaces, including online and mobile banking.
- Efficiently and accurately performs beginning of day and end of
day duties, such as balancing daily transactions.
- Prepares and maintains reports, as assigned.
- Actively participates in branch and all-staff meetings in order
to maintain awareness of organizational issues and promotional
campaigns; stays current on policies, procedures, and applicable
- Attends training classes to continuously increase job knowledge
and overall job performance in order to provide exceptional service
to our members. Takes initiative for personal career development
and seeks opportunities to learn new skills.PERFORMANCE
STANDARDS:Contact Center Consultants exhibit excellent
communication skills by listening to members' needs and offering
expert advice on products and services in a positive, friendly
manner in order to build lasting relationships with members.
Contact Center Consultants also exhibit patience and empathy and
are responsive when dealing with members and employees. Successful
Contact Center Consultants will be focused, well-organized
individuals, with the ability to think on their feet. They will
consistently achieve referral and/or sales goals by identifying
products and services that meet member needs. Charisma, a team
spirit, and the ability to work in a dynamic environment are
essential. Contact Center Consultants are able to think creatively
to find solutions and are motivated to take initiative as
- Maintains the highest standards of ethical behavior.
- Maintains a positive attitude with employees and members, and
remains flexible while focused on accepted practices, policy,
productivity and effectiveness.
- Promotes awareness of the credit union mission and brand
statement to the credit union membership.
- Abides by the Service Standards established by the credit
- Strong knowledge of financial products and services.
- Demonstrated sales skills and ability to meet sales goals
- Regular and predictable attendance.
- Excellent verbal and written communication skills to
- Maintains a professional appearance in accordance with
established dress code.
- Technological skills and knowledge, including computer
literacy.EDUCATION/EXPERIENCE:High school diploma (or GED); plus 6
months to two years' related experience in a customer/member
service, financial institution, or sales environment; or an
equivalent combination of education and experience.QUALIFICATION
REQUIREMENTS:To perform this job successfully, an individual must
be able to perform each essential duty satisfactorily. The
requirements listed below are representative of the knowledge,
skill, and/or ability required. LANGUAGE SKILLS:Ability to read and
interpret forms, account entries and transactions, credit union
documents, operating and maintenance instructions, and procedure
manuals. Ability to write routine reports and construct basic
correspondence to communicate professionally with members. Ability
to speak effectively by telephone with members or other employees
of organization. MATHEMATICAL SKILLS:Ability to add, subtract,
multiply, and divide in all units of measure, using whole numbers,
common fractions, and decimals. Ability to compute rate, ratio, and
percentages.REASONING ABILITY:Ability to apply common sense
understanding to carry out instructions furnished in written, oral,
or diagram form. Ability to deal with problems involving variables
in situations. In certain circumstances, problem resolution may
require considerable diplomacy while dealing with difficult
people.PHYSICAL DEMANDS:The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodation may be made to enable individuals with
disabilities to perform the essential functions.While performing
the duties of this job, the employee is regularly required to sit
for extend periods; use hands to finger, handle, or feel; reach
with hands and arms; and talk or hear. The employee must be able to
speak and hear distinctly. Specific vision abilities required by
this job include close vision, color vision, and ability to adjust
focus.The employee is occasionally required to stand; walk; climb
or balance; stoop, kneel, crouch, or crawl. The employee must
occasionally lift and/or move up to 30 lbs. WORK ENVIRONMENT:The
work environment characteristics described here are representative
of those an employee encounters while performing the essential
functions of this job. All essential functions are performed in an
office setting.Temperatures in the climate-controlled office may
fluctuate. Work area is sometimes noisy due to multiple phones and
computer equipment. The noise level in the work environment is
usually moderate. Work area may be cramped. Employee may not be
able to easily leave work area unless for a scheduled break.MENTAL
DEMANDS:The mental demands for this position include: the need to
be alert to member needs, to be resourceful in solving member
problems, and to be very precise when updating member accounts. The
Contact Center Consultant must respond to an ever-changing volume
of telephone calls during the workday and work week. The employee
must be able to deal with people effectively under adverse and/or
Job Posted by ApplicantPro
Keywords: UT Federal Credit Union, Knoxville , Contact Center Consultant, Professions , Knoxville, Tennessee
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