Contact Center Account Consultant I-Part Time 30 Hours

Primary Function

The Contact Center Account Consultant I’s primary function is to answer telephone inquiries regarding deposit and loan accounts while promoting credit union products and services and consistently giving quality service to members and all co‑workers throughout the credit union.

Job Duties and Responsibilities

• Inform, educate, and advise members regardless of individual circumstances.
• Perform transfers, withdrawals, loan payments by transfer, advances from lines of credit by transfer or check.
• Take check orders over the phone and process credit card payments.
• Assist members with the transfer program, payroll deductions, direct deposit, stop payments, SuperCheck, and credit card inquiries.
• Promote the credit union by cross‑selling products and services focusing on department goals and member needs.
• Handle member inquiries and solve problems.
• Other duties may be required and assigned by the supervisor.
• Comply with all published enterprise‑level policies and procedures, including risk management policies.
• Complete all required, ongoing enterprise‑level training including BSA, OFAC, and information security.
• Report all risk‑management policy violations in accordance with policy.

Expectations

• Meet contact center service quality standards.
• Consistently give quality service to external and internal members.
• Treat members courteously and professionally while handling requests promptly and accurately.
• Evaluate members’ needs and make recommendations that help them achieve their financial goals.
• Consistently meet or exceed monthly cross‑selling, quality, and time‑management goals.
• Build relationships with credit union members and team members.
• Contribute towards individual, team, and department goals while promoting team spirit.
• Give feedback to managers and supervisors about department and team goals and incentives.
• Attend training sessions as directed to keep skills current.
• Keep all member and credit union business confidential.

Qualifications

Knowledge: Credit union or banking industry knowledge preferred.

Skills:

• Operate a computer and other office equipment.
• Skillful with details such as numbers and names.
• Effectively communicate with members both verbally and in writing.
• Work in a stressful environment while being flexible.
• Consistently provide excellent service.

Minimum Education and Experience: High school degree with additional business courses preferred.

• Prior experience in a busy public contact position at a credit union, financial institution, or retail outfit.
• Experience with computers.
• Experience in handling member requests and inquiries.
• Contact center experience preferred.

Physical Requirements

• Ability to sit for long periods of time.
• Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.

Virginia Credit Union is an Equal Opportunity Employer.