Under general supervision, provides excellent member service via phone. Handles more complex member issues and inquiries. Assists manager with the day-to-day operation of the service area of the Contact Center. Assists with cross-sell promotions and referral efforts.
Principal Accountabilities (95%)
Secondary Accountabilities (5%)
Position Requirement and Qualifications
Abilities: Excellent abilities in communication, time-management, analysis, customer service, judgment, cross-sell, teamwork, planning, and problem-solving.
Knowledge, Education, Certifications, Licenses:
Strong technical knowledge of all call center service duties, including policies, procedures, member transactions and system applications. General understanding of human resources policies and procedures. College coursework desired.
Four to five years of progressively responsible experience in a call center environment as a lead to gain the knowledge, skills and abilities to handle all aspects of the position.
Working Conditions and Physical Demands
Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in North Island Credit Union’s Employee Handbook & Resource Guide.