PenFinancial Credit Union
Financial Services
PTContactCenterRepresentative
“PT Contact Center Representative at PenFinancial Credit Union. Skills: Customer service, Sales, Financial goals. Provide excellent customer service. Uncover opportunities to help Members”
What You'll Achieve.
Help Members achieve financial goals; Ensure full financial relationship with members; Increase depth of member relationship
Industry & Context.
De-escalate complaints
What They're Looking For.
Must Have
High School Diploma or equivalent
Nice to Have
Post-Secondary School, Experience assisting Members in a bank or credit union for a minimum of 2 years, Time Management Skills, Previous Call Centre experience, Knowledge of TFSA, RESP, and RRSP
What You'll Do.
Provide excellent customer service
Uncover opportunities to help Members
Refer Members to appropriate branch partner
Adhere to operating procedures and policies
Deliver centralized inbound/outbound Member call center services
Provide member service through multi-channel
Provide detailed technical support
Build member relationships
Support effective sales management practices
Assist branch sales team
Identify opportunities for referrals
Make recommendations based on policy
Probe for cross service opportunities
Provide new member experience
Identify opportunities for future contact
Follow-up with members
Increase depth of member relationship
Engage in curious conversations with members
Identify opportunities to add value
Manage member inbound/outbound calls
Investigate financial opportunities
Balance inbound and outbound calls
Address and de-escalate complaints
Refer complaints to correct internal resource
Perform other assigned responsibilities
How You'll Work.
Team & Collaboration
Assist branch sales team; Refer to internal resource
Communication Scope
Member conversations; Member outreach
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