Call Center Specialist- Level 1

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Description

The Call Center Level 1 Specialist is responsible for providing day-to-day support for all credit union & and third party clients. This telephone extensive position reports to the Call Center Operations Manager. The Call Center Level 1 Specialist will make/take outbound/inbound calls from members, credit union personnel and third party relationships to obtain sales leads and provide or obtain information. The Call Center Level 1 Specialist will assist in the monitoring of the required service level goals for both the internal and external client. The person in this position will present themselves professionally and position themselves as an organized, proficient, accurate individual as well as position themselves as goal and results oriented.

DUTIES

Maintain a pleasing and professional demeanor while addressing member concerns and questions delivered through the ACD lines from all inbound clients as assigned.Initiate outbound calls based on assigned campaigns.Document efforts via CU*BASE System or Tracking Database as appropriate. Actively soft-sell credit union products and services by matching product/service benefits to the members needs.Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately. Evaluate priority of client requests and use the 'Call Escalation Policy' to ensure that critical issues are communicated and resolved. Complete follow-up as necessary.Perform duties related to special projects and/or testing requests.. Other duties as assigned.

Qualifications

Ability to work hours of Call Center Operations including weekends as needed. Possess a basic working knowledge of the CU*BASE.Possess basic working knowledge of the I3 Phone system.Prior Sales Experience; preferably in a credit union or financial services environmentWorking knowledge of Microsoft Office suite of productsExcellent interpersonal communication skillsDemonstrate attention to detail and respond well to deadlinesAbility to work with and take/provide direction to othersAbility to use discretion when dealing with sensitive or confidential data.Ability to accurately type 25 words or more per minute  Maintain a pleasing and professional demeanor while addressing member concerns and questions delivered through the ACD lines from all inbound clients as assigned.Initiate outbound calls based on assigned campaigns.Document efforts via CU*BASE System or Tracking Database as appropriate. Actively soft-sell credit union products and services by matching product/service benefits to the members needs.Monitor all Voice and Email Mailboxes to ensure member/client requests are processed appropriately. Evaluate priority of client requests and use the ‘Call Escalation Policy' to ensure that critical issues are communicated and resolved. Complete follow-up as necessary.Perform duties related to special projects and/or testing requests..  Other duties as assigned.


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