SAFE Credit Union is a financial institution offering various services to its members. The Contact Center Service Representative is responsible for handling customer service calls, resolving inquiries about accounts and products, and cross-selling services while maintaining a positive member experience.
Responsibilities
- Process member transaction requests, addressing and resolving concerns, as well as providing solutions
- Represent SAFE’s Brand Promise by providing a positive and professional experience to members and non-members
- Input credit applications for consumer loans and credit lines through LoansPQ application
- Conduct extensive member profiling to determine members’ needs
- Achieve member service standards, sales performance expectations, and quality Business Partner referrals through SAFE’s referral application
- Provides phone support and simulates or recreates problems to provide resolution to members for operating difficulties
- Consult with other departments and branches to assist with members’ needs
- Maintain posting drawer and balance daily; close drawer at the end of each shift
- Maintain an ongoing awareness of developments and changes in policies, procedures, products, and services
- Complete opening and closing checklists, when applicable
- Adhere to Attendance and Punctuality Guidelines
- Complete other duties, as assigned
Skills
- High school diploma, or equivalent
- Customer service experience required
- Excellent communication and public relations skills
- Ability to work well under pressure
- Computer and related software application skills, including Microsoft Word and Excel
- Solid math skills and bookkeeping abilities
- Excellent communication skills (verbal, written, listening skills, and empathy)
- Expert ability to build relationships with other leaders, business partners, and stakeholders
- Ability to interpret a variety of instructions furnished in written, oral, or schedule form
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Benefits
- Full medical
- Vision
- Dental
- 401k matching
- HSA
- FSA
- Professional Development Opportunities: Offering training programs, workshops, and mentorship.
- Recognition and Appreciation: Regularly acknowledging employee achievements and contributions.
- Flexible Work Arrangements: Providing options for remote work and flexible scheduling.
- Positive Company Culture: Fostering an inclusive, collaborative, and supportive work environment.
- Career Growth: Clear paths for career advancement and internal promotions.
- Work-Life Balance: Encouraging a healthy balance between professional and personal life.
- Employee Empowerment: Allowing employees to make decisions and have autonomy in their roles.
- Space of Belonging: ERGs, YOUnity Council and a focus around diversity, equity inclusion and belonging.
- Wellness Programs: Promoting physical and mental health through wellness initiatives and resources.
- Strong Leadership: Having leaders who inspire, support, and guide their teams effectively.
- Sense of Purpose: Creating a sense of mission and aligning company goals with employees' personal values.
Company Overview
- SAFE Credit Union provides credit cards, mortgages, commercial lending, auto loans, investing & retirement planning, checking & banking. It was founded in 1940, and is headquartered in Folsom, California, USA, with a workforce of 501-1000 employees. Its website is https://www.safecu.org/.