Under the direct supervision of the Contact Center Team Lead, the Contact Center Generalist is responsible for applying knowledge of CO-OP Member Center’s organization and products in order to provide courteous and efficient service to Credit Union employees and/or Credit Union members. In addition, the Contact Center Generalist will be accountable for meeting performance targets.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed:
Takes incoming telephone calls from customers. Navigates computer systems to properly address customer inquiries.
Provides information and instruction to customers to facilitate proper resolution to inquiries.
Resolves problems within bounds of authority or requests assistance from other team members or Team Lead as necessary.
Inputs necessary information into computer system with information obtained from customers.
Maintains a high level of service with customers and meets performance targets.
Develops and maintains productive working relationship with team members.
Promotes and maintains a positive, professional image of CO-OP Member Center.
Completes project work as specified by the Team Lead.
Assists with call overflow from other Contact Center Teams as needed.
Basic computer skills (i.e., typing- 35 wpm, data entry, Internet navigation, Microsoft Windows and email).
Basic use of standard office equipment (i.e., telephone, computer)
Clear verbal communication, written communication, and reading comprehension in English
Strong interpersonal and customer service skills
Ability to accurately interpret information as well as demonstrate problem solving and analytical thinking skills
Application of good judgment and decision making
Ability to work efficiently both independently and as part of a team
Ability to prioritize work to meet deadlines
While performing duties of this job, employee is regularly required to do the following: read, write, simple arithmetic ,draw conclusions from written or computer generated materials, analyze data or report information 5-8 hours per shift.
Be there. Be more. Be everything every financial institution aspires to be.
CO-OP Financial Services helps you leverage the latest technology and trends to strengthen member connections and support growth. We're inspired by our member credit unions to constantly reinvent the ways we serve the changing needs of the credit union movement.
CO-OP unites innovative thinkers with deep experience in the credit union and payments industries to energize innovation and incite progressive ideas. We offer you a continually evolving portfolio of proprietary products and services that keep you at the forefront of emerging trends.
CO-OP was created by credit unions, for credit unions. Through technological expertise and thought leadership that make possible new levels of access and convenience, we're committed to being there for you. In the competition to establish your credit union as your members' primary financial institution, you can be there for them. And be more.