Contact Center Rep II/Senior Contact Center Rep
Cornerstone Community Financial Credit Union is seeking a Contact Center Representative to join their Member Contact Center in Troy. This role involves delivering outstanding member service across various channels and assisting with escalations and digital service functionality at the senior level.
Responsibilities
- Conduct consultative interviews during all member interactions to identify needs and deliver creative financial solutions
- Open and maintain consumer and business accounts, process consumer loan applications, facilitate mortgage lending, HELOCs, and IRA processes (Senior level), and educate members on CCF products and services
- Respond to member inquiries across all channels, including phone, chat, email, VTM/ITM, Online and Mobile Banking, and digital messaging, while meeting service standards and performance metrics
- Perform a broad range of account servicing activities, including processing transactions, updating account information, assisting with Online/Mobile Banking, Bill Pay, Remote Deposit Capture, and card maintenance
- Document all interactions promptly and accurately in the core system with strong attention to detail
- Assist with member escalations, resolve complex situations, and collaborate with internal departments to ensure seamless service and member satisfaction
- Monitor day-to-day digital service functionality, including Video Teller Machines and associated software (Senior level)
- Perform department support duties such as scanning, faxing, daily reports, and overflow call queue support
- Comply with all company policies, procedures, and applicable laws/regulations, including Bank Secrecy Act (BSA), USA Patriot Act, and OFAC requirements
Skills
- 6 months – 2 years of similar or related experience for Member Contact Advisor
- 2 – 5 years of similar or related experience for Senior Contact Center Representative, including experience in mortgage lending and account maintenance
- High school diploma or GED required
- Courtesy, tact, and strong customer service skills, including the ability to handle difficult member interactions
- Strong oral and written communication skills
- Proven sales aptitude
- Proficient in Microsoft Word, Excel, and Outlook
- Ability to obtain and maintain notary designation and be bonded
- Basic mathematical skills and proficiency with calculators
- Ability to multitask effectively between multiple systems to assist members
Benefits
- Paid Time Off: PTO available to support work-life balance, in addition to 13 paid company holidays per year.
- Wellness & Volunteer Time: Additional time off to support employee wellness and community involvement.
- Health Insurance Coverage: Multiple low deductible medical plan options, as well as dental and vision coverage.
- Employer-Paid Coverage: Company-paid life insurance and short- and long-term disability coverage.
- Flexible Spending Accounts (FSA): Options for both medical and dependent care FSAs.
- Education Assistance: Tuition reimbursement and student loan repayment support to help advance your education and career.
- Retirement Benefits: 401(k) plan with up to 4% company match, plus an additional 4% profit-sharing contribution.
- Employee Assistance Program (EAP): Confidential support services for personal and professional challenges
Company Overview