Eastman Credit Union is seeking a Contact Center Specialist in our Kingsport, Tennessee location. This position delivers service excellence to members who elect to interact with ECU via phone. The Contact Center Specialist develops and maintains skills to assist members with a wide variety of financial needs, resulting in first contact resolution. A hybrid work schedule is available after the training period. We offer work/life balance with periodic overtime.
Essential Duties and Responsibilities
Assist with a broad range of questions and issues with a high degree of accuracy, efficiency, courtesy, confidentiality, and professionalism – resulting in an organizational culture that provides value-added services that meet and exceed the expectations of our members Adhere to and maintain all expectations laid out within the Member Contact Center Phone Group Job Expectation Worksheet Provide ECU members with product and service information to meet their needs & promote usage of other ECU services as appropriate Adhere to all ECU policies and guidelines Maintain thorough knowledge of ECU products and services, as well as related guidelines and procedures Serve as a role model for co-workers – professionalism, attitude, reliability, etc. Make quick decisions in adherence to procedures while using good judgement Proficiency in systems related to providing service (i.e., Fiserv DNA, Instant Open, CCM, Clean Entry, Dealer Track, DocuSign, Eltropy, NCR, Visa DPS, Harland, IS Research, Nautilus, Mitel Connect, Mitel Contact Center, CUBUS, Velocity, Vertifi, NADA, WireXchange)
Additional Responsibilities (that may be assigned)
Participate in Member Service, Consumer Lending, and Card Service Focus Teams and Head Teller Forums Actively serves as a mentor to new hires and co-workers within the Member Contact Center Loan Originator:Create quality loan applications for members ready to apply for Consumer Loan products Maintain knowledge of regulations regarding Consumer Loan processes, Visa processes, and various Member Service processes Coordinate with Lending Center staff, branch staff, and other departments to refer or capture additional loan opportunities which may benefit members and ensure members are taken care of in a quick manner Adhere to ECU Lending Policies and Guidelines
Training programs
NEO, Teller Training, Teller Review, MCC Beginners, MCC Refresher, and Specialty Teller When assigned: Member Service Training and Consumer Lending Training
Service Excellence
Know and adhere to all Service Excellence Expectations and Service Excellence Plus Know and adhere to Mystery Shop Expectations Use member’s name twice in each call Assist in creating and maintaining a “Member First” culture Strive for first contact resolution
Asset Quality
Accurately answer loan questions Recognize and refer loan possibilities to the appropriate group such as: Lending Center, Outbound, MCC Point Group, Mortgage.
Security and Safety
Maintain strict confidentiality toward member accounts within ECU as well as outside of ECU Maintain strict confidentiality toward ECU corporate information and assets Be aware of “all clear” signal, various alarms/security measures Be aware of possible fraud attempts. Take action to provide/maintain a safe working environment – Report all potentially unsafe acts/conditions to appropriate staff
Compliance
Maintain up-to-date knowledge of relevant regulations (including BSA, Reg CC, Reg E, Reg Z and OFAC)
Teamwork and Contribution
Identify and support self-improvement opportunities Demonstrate team player qualities Volunteer to assist other staff whenever possible Assist others within ECU Support ECU’s Mission, Vision, Strategic Intent, Values, Policies, Guidelines and Management decisions
Attendance and Punctuality
Demonstrate exceptional attendance and punctuality practices Arrive at work and return from lunch /meeting promptly – be at workstation and ready to work at scheduled time Be flexible when needed during scheduled off time Review time daily
Required Experience
High school diploma or general education degree (GED); one to three months related experience and/or training; equivalent combination of education and experience.