Department

Contact Center

Reports To

Contact Center Manager/VP of Member Experience/Chief Member Experience Officer

Pay Classification

Hourly

FLSA Status

Non-Exempt

Position Grade

Level I: 6

Level II: 7

Level III: 8

To assist the credit union in achieving its mission statement: “PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE”. The Contact Center Representative will assist members on the telephone, e-mail or chat with their financial transactions or inquiries. Troubleshoot and answer members’ questions regarding their accounts and the Credit Union services and programs. Support, model & adhere to PFCU’s Service Standards as outlined in My MARC.

Advancement from one level to another is not automatic; advancements will be made as needed within the credit union and determined by success of the Contact Center Employee.

Current Level

Employee Initials

Manager Initials

Date

? 90 Day Introductory Period with $5,000 Cash Limit

? Contact Center I with $10,000 cash limit; minimum 90 days working at PFCU

? Contact Center II with $50,000 cash limit; minimum 1 year working at PFCU

? Contact Center III with $100,000 cash limit; minimum 3 years working at PFCU or similar experience

Contact Center Essential Duties and Responsibilities include but are not limited to:

· Build relationships, be dependable, demonstrate initiative, responsibility, integrity, professionalism and take responsibility to see that all tasks are done correctly. Handle situations with confidence, knowledge and creativity; seek guidance from supervisor when necessary.

· Have advanced knowledge of PFCU products & services, policies and procedures, and rules and regulations; and assist members and employees as needed and as opportunities present themselves.

· Greet and welcome members to the credit union over the phone, email or chat.

· Maintain an understanding of credit card and debit card payment systems.

o Assist members with troubleshooting basic card service issues such as payments, travel notices, card restrictions, fraud cases, PIN attempt resets, and inquiries.

o Perform temporary limit increases on debit cards for point of sale transactions

§ Level one: up to $5,000

§ Level two: up to $10,000

§ Level three: up to $20,000

· Complete transactions utilizing PFCU service standards. Excellent member service skills including:

v Answer phone calls in a courteous, professional and timely manner

v Provide prompt, accurate and efficient member service

v Demonstrate effective oral and written communications

v Treat all Credit Union members and employees with a positive and cooperative attitude

v Promote teamwork and contribute to Contact Center success

· Serve the membership and potential membership by providing service and information in a pleasant, clear and efficient manner via telephone or another form of correspondence, including, but not limited to:

v Solving member questions, problems, and complaints concerning accounts

v Processing transactions, transferring funds and making payments

v Understand and complete appropriate forms needed to assist the member

v Verifying accounts

v Cross-selling services and products

v Keep up-to-date on all Credit Union products and services

v Be familiar with each department’s basic procedures

v Complete forms necessary to request or gather information from other departments.

· Assist members with debit / credit disputes and/or fraud processing.

· Develop and cultivate community relationships.

· Maintain cleanliness and security of work area and equipment including protecting the confidentiality of member information.

· Seek training opportunities to develop or enhance knowledge through training, conferences, reading, etc. Willingly prepare, participate in and attend educational functions and meetings as requested.

· Complete and progress through a customized Career Development Plan, which could include, TNT University, PFCU”s Leadership Development Program or other training programs offered by PFCU.

· Perform all other duties as assigned.

Additional Essential Duties and Responsibilities for Level II and above:

· Access check review system to help troubleshoot for members and teammates in department

· Serve as Subject Matter Expert, as needed, for the Contact Center

· Issue fee refunds, including: Courtesy Pay Fees, Transfer Fees, and Return Item Fees

· Assist Contact Center Level I with trouble-shooting, as needed

Additional Essential Duties and Responsibilities for Level III and above:

· Complete Home Banking level changes for indirect members and fraud accounts

· Review Shared Branching requests for indirect members

· Process same day voids for transactions such as duplicate Home Banking transfers

· Refund credit card late fees

· Serve as a department point person when Management is not available

· Assist Contact Center Level I and II with complex problem solving, as needed

· Offer excellent service to all team members, potential and current membership, and develop the same in others.

· Set a positive example and be a role model by building relationships, being dependable, demonstrating initiative, responsibility, integrity, professionalism, and take responsibility to see that things are being done correctly. Handle complex situations with confidence, knowledge and creativity. Be a leader.

· Ability and willingness to monitor, listen to, or talk over another team member’s contact.

· Review and recommend revisions, as needed, for Contact Center procedures

· Provide management with new or innovative ways for improvement of employees, service quality, or products offered.

Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.

This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.

To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Graduate or equivalent

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.

Other Skills & Abilities

· Excellent knowledge of the credit union’s core system.

· Excellent working knowledge of the forms and documentation used by the credit union.

· Strong knowledge of credit union products and services.

· Excellent understanding of the Credit Union departments and procedures.

· Punctual, self-motivated, confident and accurate.

· Excellent communication and interpersonal skills both written and verbal.

· Excellent phone skills

· Ability to stay calm under pressure.

· Professional attitude; supportive of management.

· Neat and professional in appearance and dress.

· Ability to create good word of mouth; proven ability to effectively refer products and services. Excellent math skills.

· Aptitude for handling money and detailed work.

· Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, coin and money counting machines, computer and telephone.

· Good typing skills.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. Employee may also sit for an extended period of time. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in work environment is usually moderate. While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.

The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff or termination decisions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act (ADA), it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

PFCU is an equal opportunity employer