Contact Center Representative III

The Contact Center Representative III is service driven with an eye/ear for sales opportunities to assist our members with their financial goals.

The position acts ethically, has strong multitasking skills and leads from an owners perspective with limited supervision.* Provide quality interactions with inbound and outbound member calls that create an excellent service experience to promote the Veridian brand.* Understand and be familiar with Bank Secrecy Act (BSA) guidelines.* Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments.* Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc.* Process member/non-member requests for all new account types, including determination of eligibility, completion of necessary documents, establishing account on credit union data processing system, and continued member follow-up.* Actively cross-sell credit union services by providing information to current, new and potential members.* Consistently achieve established monthly and annual sales and service goals.* Actively refer members to appropriate position and/or department within all Veridian Companies.* Maintain necessary departmental files, updating member/credit union information as required.* Prepare and maintain reports as required.* Maintain member confidence and protect operations by keeping information confidential.* Contribute to team effort by accomplishing related results as needed.* Proficient in answering member inquiries surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc.* Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions.* Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.* Support electronic communication channels: secured messages, queued emails, chat, etc.* Support Card Services by completing travel alerts, block/unblock plastics, authorization research and troubleshooting card activation through secondary software access.