Contact Center Representative Tier 1

Summary: Receives calls from members/potential members, provides a high quality of service, achieves department goals and adheres to policies and procedures. Cross sells Teachers products and services. Education and/or Experience: A high school education or GED required Minimum of one-year general work experience preferred Call Center experience preferred Effective oral/written communication, interpersonal, problem-solving, multitasking, mathematical, computer and internet skills and telephone etiquette required Knowledge of banking products/services, applicable laws, regulations, policies, practices, protocols, systems and programs preferred Job Responsibilities: Responds to member inquiries using standard scripts, dialogues, or talking points Processes routine requests for information or services and transfers complex requests to support teams Guide callers through navigating the company site or using the products or services Receives calls focused on account maintenance. Update member account information and complete check order requests Submit referrals to other departments in the organization Identifies opportunities to upsell additional products and tracks prospect interactions in system Establish new member accounts Ensure members' issues/problems are appropriately addressed by researching and providing information on existing accounts May redirect calls to other teams depending on the nature of the inquiry Properly verify callers using policy and procedure to ensure security of accounts Complete Stop Payment request processes following policy and procedure Document all actions taken in CRM Inform the Supervisor or Tier III/Tier IV of the need to restrict/un-restrict accounts, cancel debit cards, request a fee override, etc. Follow procedure for CRM intake calls Maintain awareness of and comply with policies, processes procedures and applicable laws/regulations Maintain compliance, by ensuring all required internal training is completed by required due date Benefits of Joining the Teachers Team: We provide a competitive compensation and benefits package that includes, but is not limited to: Paid time off for vacation, personal days, and holidays Fully-funded pension plan 401(k) company contribution Teachers pays 100% of Dental & Vision premium Tuition reimbursement is offered to full-time employees Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers Flexible hybrid schedule for eligible positions The good faith range for this position is $19.00 to $21.00 an hour. This range is an estimate, based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law. Please note: All candidates will be subject to a pre-employment background check, credit check, and drug test to determine employment eligibility.