Contact Center Member Service Specialist (Location: Newberry, FL)
Company: Vystar Credit Union
Location: Gainesville
Posted on: January 25, 2023
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Job Description:
At VyStar, we offer competitive pay, an excellent benefit
package that includes a 401(k) Plan, an extensive paid technical
and on-the-job training program, and tuition
reimbursement--available to all full and part time employees. Part
time positions start at a minimum of 30 hours per week.We encourage
you to become a part of VyStar Credit Union's family of
employees.Contact Center Member Service Specialist (Location:
Newberry, FL)The incumbent's primary function is to effectively use
VyStar Excellence principles during telephone contact with members
in the course of daily business. Thus, the incumbent must adhere to
the Standards of Excellence and behaviors associated with VyStar
Excellence. The incumbent is to integrate people, processes, and
technology to enhance relationships with members to maximize the
growth and market share of VyStar Credit Union. In the call center
environment, the incumbent is expected to listen to members
attentively, to determine their needs and to offer appropriate
products and/or services to enhance the member experience. The
incumbent in this position is accountable for offering products and
services to deepen current relationships and improve the
satisfaction and loyalty of credit union members. The incumbent is
individually and collectively responsible for reaching department
and corporate goals. The quality of the incumbent's calls will be
closely monitored via a call recording system to ensure members are
receiving quality service. The incumbent will make independent
decisions that benefit the member and VyStar. The incumbent must be
able to quickly adapt to changes and handle any additional
assignments for the daily operation of the Call Center. This
position has opportunities for advancement and pay increase through
the completion of the Member Service and Loan Training Programs.
The incumbent must demonstrate proficiency in handling all types of
calls in addition to completing required Computer Based Training
courses before being certified or qualified to apply for Level
II.ESSENTIAL JOB FUNCTIONS:Shift: Monday - Friday / 9:30am -
6:00pmContact Center Member Service Specialist* The incumbent's
primary duty is to provide quality member services to our members
by performing transactions that are requested by members or
answering their questions, which may be related to Internet
Banking, Magic*Touch, their account history or member service,
loan, VyStar Investment Services products and/or VyStar Real Estate
Services. Member Service transactions include but are not limited
to fund transfer, wire transfer, Internet Banking PIN reset, stop
payments, opening checking accounts, money market accounts,
Certificate of Deposit accounts or other savings accounts, etc. The
incumbent is expected to acquire extensive product knowledge of
deposit products along with operational function of those
products.* The incumbent is required to effectively offer loan
related products such as GAP, IWS, Credit Life & Disability
Insurance in addition to VyStar Investment Services, VyStar Real
Estate Services, other Savings Accounts, Checking Accounts, Money
Market Accounts, IRA accounts, CDs, etc. based on our members'
needs. The incumbent is also required to offer loan products, such
as auto loans, credit cards, large luxury items and mortgage
products, which may be referred to the more experienced Call Center
Member Relationship Specialist team.* The incumbent is expected to
attain a firm knowledge of VyStar's products and services in
addition to policies and procedures to effectively offer products
based on our members' needs. The incumbent is expected to adhere to
the Standards of Excellence and behaviors associated with VyStar
Excellence. Thus, the incumbent must exhibit courteous and
professional telephone etiquette in all member contacts while
conducting effective fact finding to understand the member's needs
and issues, and making independent and appropriate decisions in
resolving members' problems as well as in offering appropriate
products. The incumbent must maintain confidentiality and integrity
of information related to all member accounts.* The incumbent is
also expected to attain proficiency in all available tools.* The
incumbent in this position is to attain knowledge of Regulation CC,
Regulation D, Regulation B and Regulation Z, Bank Secrecy
Act/Anti-Money Laundering (BSA/AML), Currency Transaction Report
(CTR),etc.* If the incumbent is trained for originating loans, the
incumbent is expected to offer loans whenever appropriate based on
members' needs and properly document credit applications and to
process them in a timely manner.* The incumbent must provide the
same professional and quality service to employees in other
departments, other businesses and financial institutions based on
the VyStar Excellence concept when working to resolve member
problems.* The incumbent is accountable for departmental standards
for productivity, quality of service, and schedule adherence,
unscheduled leave occurrences, and late log-ins.* The incumbent
must be familiarized with call recording technology in order to
review calls rated by Quality Assurance representatives. Also, the
incumbent is to learn how to review work schedules and to request
vacation/sick leave request on line through the Workforce
Management system as well as to be familiar with the e-Time
system.* Performs all other duties as assigned.QUALIFICATIONS* A
minimum of one year experience in a position of direct
member/customer contact in financial institutions, especially in a
call center environment, is preferred.* The candidate for this
position must have a personality that enjoys talking to members on
the phone. Must possess excellent listening and comprehension
skills with proper telephone etiquette. Having sales experience in
the financial environment is preferred.* Also, having prior
exposure to the lending process, familiarity with analyzing credit
reports and exposure to interest computation methods is preferred.*
Must have excellent verbal, written communication and telephone
skills.* Must have accurate data entry skills and be proficient in
PC skills including Microsoft Word, Outlook, Internet access, etc.*
Must be able to communicate necessary information clearly.* Must be
professional in appearance and attitude.* The candidate for this
position may be tested for their effectiveness for providing
excellent member service through the telephone, chat room and email
during the hiring process.* The minimum formal education required
is a high school diploma or its equivalent.VYSTAR
EXCELLENCEIncumbent is expected to demonstrate each of the
following VyStar Excellence behaviors in performing the duties and
responsibilities of their job:* Focus Focus your full attention by
carefully listening to and observing client or member.* Connect
Consistently be friendly and approachable. Demonstrate your care.*
Understand Listen empathetically and ask questions (70%/30% rule).*
Counsel Recommend solutions based on your member's needs and
objectives.* Advance Ensure that member's expectations were
exceeded.Verify necessary follow-up actions.DISCLAIMERS AND WORK
ENVIRONMENTNothing in this position description is an implied
contract for employment. The position description is intended to be
an accurate account of the essential functions. The functions are
not all-encompassing and are subject to change at any time by
management.The work environment characteristics described are
representative of those that an employee encounters while
performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions.As required or requested, may
exert up to 20 pounds of force occasionally and/or a negligible
amount of force constantly to lift, carry, push, pull or otherwise
move objects.
Keywords: Vystar Credit Union, Gainesville , Contact Center Member Service Specialist (Location: Newberry, FL), Other , Gainesville, Florida
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