Contact Center Representative

Contact Center Representative

12 Jul 2021
Washington, Spokane / coeur d'alene, 99201 Spokane / coeur d'alene USA

Contact Center Representative

Job Description

The

Contact Center Representative serves members primarily over the phone by listening and problem solving while providing positive member service interaction to build valuable relationships.

Contact Center Relations

  • Perform member service functions for STCU members accurately, timely, and in alignment with job standards and procedures.
  • Seek out opportunities to assist members with referrals to STCU or STCU partners products and services.
  • Foster and maintain constructive relationships with members.
  • Provide members with outstanding service in all interactions, and look for opportunities to improve their financial well-being.
  • Constructively resolve member service issues and problems with professionalism, compassion and respect.

Qualifications

    Knowledge, Skills and Abilities

    • High School Diploma or equivalent required
    • Minimum of two years customer service experience, preferably in a contact center environment.
    • Bi-lingual abilities preferred.
    • Proficient knowledge of MS Office programs including Outlook, Word and Excel.
    • Previous experience in keyboarding/PC and 10-key calculator.
    • Strong written and verbal communication skills.
    • Strong interpersonal skills required, including maintaining positive relationships and excellent customer service skills.
    • Ability to adapt to changes and prioritize and manage competing demands.
    • Ability to read, analyze and interpret data and understand and communicate complex and diverse information.
    • Ability to solve practical problems and deal with a variety of situations exercising flexibility and sound judgment in a fast-paced environment.
    • Ability to make practical and timely decisions and explain reasoning for decisions.
    • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
    • Strong work ethic required, including the ability to complete duties on time, consistently arrive at work on time as scheduled, and ability to work flexible hours and overtime as needed.

    Physical Abilities

    • Must be able to regularly talk, hear, and operate a computer keyboard and mouse.
    • Occasionally lift, pull/push, and carry up to 10 pounds.

    Work Environment

    • Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting.
    • Exposure to high-stress, fast-paced, deadline-oriented environment.

    Additional Information

    Please review our website for more information at

    www.stcu.org/careers.

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