VERIDIAN CREDIT UNION Contact Center Representative I in WATERLOO, Iowa
Under general supervision and in compliance with established policies and procedures, the Contact Center Representative I is responsible for providing superior member service by conducting transactions accurately, assisting members with their financial goals, and promoting Veridian products and services over the phone. * Provide quality interactions with inbound and outbound member calls. * Understand and be familiar with Bank Secrecy Act (BSA) guidelines. * Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments. * Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc. * Actively cross-sell credit union services by providing information to current, new and potential members. * Actively refer members to appropriate position and/or department within all Veridian Companies. * Maintain necessary departmental files, updating member/credit union information as required. * Prepare and maintain reports as required. * Maintain member confidence and protect operations by keeping information confidential. * Contribute to team effort by accomplishing related results as needed. * Proficient in answering member inquires surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc. * Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions. * Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.