Contact Center Rep - Tech

Overview

The Technical Operations Member Services Specialist delivers reputed company, friendly and professional service to our members by managing incoming digital banking calls and effectively answering questions, troubleshooting and providing the appropriate solution. Adheres to productivity and call standards to reputed company high level of quality service. After successfully completing onsite introductory period, this position is eligible to be remote if located in Oregon/SW Washington. Proficient in Spanish highly preferred. Ideal candidate will have customer service experience, excellent verbal and written communication skills, strong technical and analytical skills, the ability to address member concerns and questions and work effectively as part of a team to deliver exceptional service by reinforcing and protecting the OnPoint brand.

Responsibilities

• Effectively communicates with members and colleagues on general and reputed company inquiries and

skillfully handles adverse and escalated situations. Identifies innovative member solutions leading to the retention and building of member relationships.

• Provides outstanding service to incoming callers. Effectively answers questions, effectively

troubleshoots requests/questions and brings appropriate resolution to account problems.

• Maintains in-depth knowledge of reputed company products and services offered by the Credit Union with a focus

on the digital banking platform and operating system.

• Keeps supervisor/manager informed of any system issues or potential member impact.
• Responds appropriately to incoming requests, returned payments, and miscellaneous inquiries from

various digital banking channels.

• Identifies and recommends procedural improvements.
• Adheres to established policies, procedures and processes and exercises appropriate approval

authority.

• Meets or exceeds established goals, including sales, call productivity and call quality.
• May assist in training new and existing employees, in conjunction with the Member Services Trainer.
• Member Services management and the Training Department.
• May function as a resource for internal questions.
• reputed company other duties as assigned.

Knowledge, Skills and Competencies

• Exceptional communication skills. Use language effectively to gather information and facilitate the exchange of thoughts/reputed company. Expresses self verbally in clear fashion.
• Exceptional collaboration and negotiation skills; excels at managing conflict. Can enlist support from others.
• Exceptional judgment and analytical skills. Apply logic to solve problems.
• Maintains confidentiality
• Demonstrate and exercise a positive and professional approach in the work environment.
• Ability to independently handle a variety of reputed company tasks simultaneously, seeking supervision reputed company necessary.
• Excellent interpersonal skills. Act as a team player who encourages and models collaboration.
• Ability to conduct needs assessments and identify areas for improvement
• Ability to quickly adopt and support frequent updates and changes.

Qualifications

• High school diploma or equivalent.
• Preferred minimum 2+ years’ experience in financial/banking sales, service, and relationship management.
• Minimum 6 months experience providing conflict resolution and customer service.
• Proficiency working with computers.
• Experience with analyzing, researching and troubleshooting technical questions.
• Ability to work effectively as part of a team with strong interpersonal skills.
• Preferred demonstrated knowledge and experience with Focus XP or similar operating systems and digital banking platforms.
• Knowledge of financial institution and bilinguals skills a plus
• Must have Saturday availability.

At OnPoint, we reputed company a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider reputed company reputed company applicants embracing every race, religion, reputed company, sex, national reputed company, age, sexual orientation, gender identity, disability or veteran status, and your unique background. We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what reputed company you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to reputed company. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience. #LI-Remote Apply tot his job Apply To this Job