This position is currently located at our headquarters location at 7101 E. 56th Street, Indianapolis, 46226

PURPOSE: The primary purpose of this position is to provide valued service to both our external and internal members by responding to inquiries, solving problems and troubleshooting issues in a prompt and courteous manner.

ESSENTIAL DUTIES:

• Assists our members by telephone, live chat or email
• Troubleshoots account problems for members and provides research and information for member account situations.
• Advocates for Financial Center’s electronic services (Money Line, Financial Center Online, Bill Payer, The Hub, ATM & Check/Debit Cards) along with our full range of products and services and provides enrollment assistance to our members.
• Maintains or exceeds department sales and service goals.
• Fields and effectively responds to member questions regarding services available, payroll deduction/direct deposit, share and loan interest rates, dividend calculations, and location and operating hours of Centers, etc.
• Performs other duties as requested.

REQUIREMENTS:

• Must be able to multitask and handle a high volume, fast-paced call center.
• Needs to be able to converse with our diverse membership using a professional service attitude.
• Must be able to utilize conflict management and support skills, as needed.
• Must be proficient in all Credit Union electronic services in order to provide technical support for new or existing users of Financial Center Online, Bill Payer, and the Credit Union web site
• Should be familiar with the Credit Union bylaws, policies, procedures and state and federal laws effecting all operations of the Center. Should have a thorough knowledge of all Credit Union products and services or become well versed in 90 days.

EDUCATION, EXPERIENCE, SKILLS:

• High school education or equivalent.
• Should have two years previous experience at a financial institution or call center environment, familiar with related policy and procedures
• Contact Center Representative I – Less than 2 years of similar or related Financial Institution experience.
• Contact Center Representative II – Has 2 or more years of similar or related financial institution experience.
• Work requires professional written and verbal communication and interpersonal skills.
• Proficient in Microsoft Office and other Credit Union systems or become well versed in 90 days

WORK ENVIRONMENT: Work may require physical mobility within the general work area.

Work may require a high mental capacity with continual communication with members, repetitive tasks and a high level of attention to security.

The work is performed in a general office environment.

Work may be open for remote or hybrid scheduling after training and performance review.