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Contact Consultant II - Call Center Rep

Contact Consultant II - Call Center Rep

Contact Consultant II - Call Center Rep

Cy-FairFederal Credit Union - Houston, TX
Houston, TX 77065


Customer Service: 1 year (Preferred)

Job details

Job Type

- Full-time

The primary role of this position is to provide member services, products and business practices so that we unlock and cultivate our members' financial future. To achieve this mission, the position must deliver high-quality service to both internal and external members. A key element to this service delivery is to identify the member's financial need and recommend the most suitable solution for the member. The primary role of the Digital Service Representative II is to assist members with their telephone requests, live chat, emails/fax
requests, responds to problems, directs phone calls to the appropriate area. his includes but is not limited to handling requests for balance information, transfers, loan payments, account research, product information, and
member service on deposit and loan accounts. A Call Center Rep will engage members via the phone and online chat. The Call Center rep is seeking out opportunities to expand our member's relationship with the credit union
while providing information and member service concerning the credit union and its products and services.

Essential Functions & Responsibilities:

N 45% Answer all member calls in order to resolve issues while on the phone. Duties include: returning Lost/Abandon Calls, Debit Card Suspend/Unsuspend, Account Maintenance, Voicemail, and Bill Pay Research/Changes

N 20% Cross-sell all credit union products, including savings, checking, certificates, money market accounts, all loans, credit cards, text alerts, mobile and online banking, e-statements, direct deposit, ODP, bill pay, and Silverstar Financial. Assumes responsibility for the effective and professional performance of member service functions. Prepare and/or reviews all documents for thoroughness and accuracy.

N 15% Assist with lending questions via the phone. This includes taking online loan applications on the phone, process loan payments, credit card payments and SAPs.

N 10% Process online new account opening and onboarding. Proactively reach out to members for onboarding to the Credit Union including sign up of text banking, estatements, online banking, RDC, etc. Limit audit exceptions associated with online new account opening.

N 5% Demonstrate compliance with all Credit Union regulations that apply to the position and keep up to date on regulation changes, including Bank Secrecy Act, Regulation CC, Regulation E and other applicable laws.
N 5% Performs a variety of miscellaneous tasks or duties as assigned. Assist other departments as necessary including account research and maintenance.

Performance Measurements:

1. To practice, promote, and support the Vision, Mission and Core Values of the CU and to ensure they are carried out by each employee.
2. To achieve or exceed the established sales and service goals by establishing and maintaining member relationships.
3. To provide accurate, courteous, friendly, timely, and professional phone service to all members and potential members. Answering phone calls or Interactive Teller Kiosk promptly and responding to correspondence within one day.
4. Ability to acquire working knowledge of federal and state financial institution regulations.
5. To process member transactions with minimal errors and direct all phone calls to the appropriate person with minimum transfers.

Knowledge and Skills:

Experience Six months to two years of similar or related experience.
Education A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal
contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Willingness to take initiative to achieve team goals and model a good work ethic for others.

Other Skills: Excellent listening and verbal communication skills. Must be able to effectively and efficiently assist members via the telephone and Interactive Teller Kiosk. Also, must be able to follow and adhere to previously set guidelines, standards, and procedures. Ability to accurately operate a 10-key calculator and keyboard necessary.

Physical Requirements: While performing the duties of the job, the employee is regularly required to stand, sit, walk, stoop, kneel, talk and hear. Vision requirements include: close vision and the ability to focus. Nature of the position requires physical mobility and the ability to lift a maximum of 30 pounds.

Work Environment: Full time employees are required to complete (8) hours of volunteerism and (4) hours for Part time employees. All volunteer time has to be approved prior to event. In addition, needs to benefit or have an impact on the Cy-Fair Community.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Job Type: Full-time

Pay: $15.00 - $16.50 per hour


  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance


  • 8 hour shift
  • Monday to Friday
  • Weekend availability


  • Customer Service: 1 year (Preferred)

Work Location: One location

Hiring Insights

Hiring for this role

• Mobile: NA

• Location: 29.913048:-95.58554

• Post ID: 21883842

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