Contact Center Representative II

Company Name:
Salary period: Annual
Since 1977, PSCU has been a leading provider of traditional and online financial services to credit unions. Today, we represent more than 600 credit unions making, us the nation's largest Credit Union Services Organization (CUSO). We offer industry-leading credit, debit/ATM and prepaid card servicing to more than 14 million cardholders and innovative bill payment solutions to over a million online bill payment subscribers. We also provide a range of ecommerce solutions options to include electronic home and mobile banking. All of these services are backed by outstanding support from our fully redundant 24/7 Contact Centers. We operate four Contact Centers covering three major U.S. regions: St. Petersburg, Florida, Phoenix, Arizona and Allen Park, Michigan.
This position will be located out of our Phoenix, Arizona office. This position requires that you successfully pass an assessment test as well as a background and drug screen. We offer a full benefit package including 401K.
The basic function of this position is to handle product inquires, while maintaining company standards and ensuring customer satisfaction.
Ability to utilize personal computer, peripheral devices, telephone headset and all aspects of the telephone system and other general office equipment.
Ability to function in an ever changing, fast paced, high call volume production-based environment using multiple PC applications.
Ability to communicate effectively in verbal and written formats, speaking in a polite, courteous and calm manner at all times while providing accurate and complete information.
Ability to explain confusing and complicated topics in a clear and concise manner.
Ability to exercise discretion and good judgment, make sound business decisions, analyze system records, adjust to change.
Ability to work overtime during disaster situations.
Ability to answer every call presented.
Must obtain and maintain satisfactory and above performance standard results.
Ability to learn and perform new job functions and skills while maintaining satisfactory or above performance.
Ability to be flexible with the work schedule as the business need dictates.
Process and respond to cardholder inquiries utilizing multiple systems to provide information on accounts while controlling and managing the calls.
Answer every call with professionalism and accuracy
Report to work and follow assigned breaks and lunches as scheduled.
Perform all other miscellaneous duties as assigned.
High School Diploma with focus on college-level business classes required.
Minimum 6 months customer service experience required; 6 months call center or 2 years general customer service experience preferred.PC/Windows-based software experience required with basic knowledge of Word and Excel applications.

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