Remote Contact Center Representative I | WFH
Contact Center Representative I - Remote (WFH)
Location: Candidates must reside in the Cedar Falls/Waterloo, Iowa area or nearby regions.
Language Proficiency: Fluency in Spanish or Bosnian is advantageous and will provide an additional $1.50 per hour in compensation.
Work Schedule: Part-Time (32-35 hours per week) with a flexible weekday schedule. Candidates are required to work three evenings until 7 PM and occasional Saturdays from 9 AM to 1 PM.
Work Environment: Hybrid remote work model - two days in the office each week (options include Tuesday, Wednesday, or Thursday) and the remainder of the week working from home.
Compensation: Starting at $15.91 per hour.
Job Overview
As a Contact Center Representative I, you will play a pivotal role in delivering exceptional service to our members. You will be responsible for accurately conducting transactions, assisting members in achieving their financial objectives, and promoting our range of products and services via telephone.
Key Responsibilities
Provide outstanding member interactions through inbound and outbound calls to create a superior service experience and enhance our brand reputation.
Comply with the Bank Secrecy Act (BSA) guidelines.
Execute member transactions, including loan payments, deposits, withdrawals, and transfers.
Process member requests such as opening certificates of deposit, wire transfers, and managing plastic card orders.
Promote our services by actively cross-selling to current, new, and prospective members.
Meet and exceed established monthly and annual sales and service targets.
Direct members to the appropriate departments or personnel within our organization.
Maintain accurate departmental records and update member information as necessary.
Prepare reports as needed and uphold member confidentiality by safeguarding sensitive information.
Assist with inquiries related to Online Banking, Mobile Banking, Remote Deposits, Bill Payment, and other services.
Utilize problem-solving skills at the first point of contact to address member needs effectively.
Demonstrate proficiency in using Member Contact Center software, including EchoSign, SWBC, Jabber, Cisco Agent, and ApplePay.
Required Skills
Excellent oral and written communication abilities.
A strong commitment to member service.
Exceptional attention to detail and accuracy.
A positive demeanor that fosters a collaborative team atmosphere.
Reliability and punctuality, along with flexibility during peak periods.
A high degree of confidentiality and discretion.
Strong organizational capabilities.
Self-driven and adaptable to working independently.
Proficient problem-solving and analytical skills.
Qualifications
High School Diploma or equivalent.
Relevant experience in customer service, ideally within a call center or financial institution setting.
Proficient in electronic services and competent computer skills in a Microsoft Windows environment.
Career Growth Opportunities
This position offers a rewarding opportunity for skill development and advancement within our organization, allowing you to grow your career in the financial services sector.
Company Culture And Values
Our organization is deeply committed to a member-centric approach, fostering a collaborative and supportive team environment. We prioritize confidentiality and the security of member information while promoting a flexible work-life balance.
Why Join Us
Engage in a dynamic work environment that encourages professional growth and skill enhancement.
Contribute to a team that values excellent service and member satisfaction.
Experience the benefits of a flexible work schedule while making a positive impact on our members financial journeys.
Employment Type: Part-Time
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