Contact Center Coordinator

POSITION SUMMARY

Primarily responsible for assisting Contact Center staff with incoming member telephone inquiries, requests, and transfers, providing Online Banking support, and responding to members through email or Secure Chat applications. Assists VTM Service staff with processing member transactions and providing a variety of member services in an accurate, efficient, and courteous manner. Provides assistance to the Contact Center team with member research and the coordination and completion of special projects. Assist AVP/Contact Center with all aspects of effective Contact Center operations, team training, and guidance.

Qualifications

Requires an efficient and well-organized individual with in-depth experience and diversified knowledge of credit union services and products. Must easily embrace new technology, developing familiarity with computer programs, smartphone technology, and apps, and possess troubleshooting and analytical skills. Must display sound judgment and professionalism in performing daily business transactions and activities. Ability to multitask, complete detailed documentation, and perform mathematical computation is required.

Physical Requirements

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to sit and stand for prolonged periods.

Essential Duties And Responsibilities

• Provide assistance to the Contact Center team as needed with all aspects of telephone communication, Online Banking, Bill Pay, Mobile and Tablet App support, and transaction processing support.
• Responsible for new hire Contact Center training and assisting with ongoing team training
• Manage Contact Us & Eltropy inboxes
• Coordinate Contact Center staff scheduling and coverage
• Ensure effective Contact Center operations and communicate all necessary details to AVP/Contact Center
• As needed and assigned: assist in the maintenance of assigned reports and statistics, the auditing of Chat/Text performance and transcripts, and the analysis of KPI’s
• Attend all required staff meetings and training sessions
• Expanded responsibilities as skills sharpen and experience grows
• Additional duties as assigned