Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Data Entry of ride and billing information for completed rides
• Maintains records and reports within areas of responsibility
• Processes incoming and outgoing mail
• Prepares denial letters to CCO
• Prepares and maintains records for quality control
• Fields incoming phone calls
• Interviews eligible clients to obtain sufficient information to take ride request
• Provides timely ride assignments to providers
• Assesses eligibility according to program regulations
• Documents rides that providers are unable to provide and assists with arrangements for alternative service delivery
• Takes messages and routes calls to other programs

Call Center Specialist

• Manage assigned delinquent consumer accounts and work with customers or authorized parties to identify appropriate repayment or resolution options
• Handle inbound and outbound phone calls related to death notifications, responsible-party outreach, payment discussions, collateral options, and account servicing questions
• Review account documentation and complete follow-up through written correspondence and shared email inboxes as needed
• Navigate multiple systems to document activity accurately, maintain account records, and support timely resolution
• Partner with internal teams across collections, recovery, lien release, repossessions, and related life-event support functions
• Follow established procedures, quality standards, and call schedules while helping minimize loss to the organization

Contact Center Agent

• Handle inbound sales calls from prospective and existing customers with energy and professionalism.
• Listen actively to customer needs, handle objections confidently, and recommend high quality products and upsell items.
• Meet and exceed key performance indicators (KPIs), including sales conversion rates and quality assurance goals.
• Accurately enter customer data and order details into our system during the call.

Inbound Call Center Sales Representative

• Engages with members and potential members across multiple communication channels (calls, chats, secure messages), delivering courteous, professional, and timely service tailored to each channel's specific demands
• Manages multiple types of interactions simultaneously, efficiently balancing inbound calls, real-time chat sessions, and secure messaging conversations to handle a variety of member transactions, including withdrawals, loan payments, wire transfers, and money transfers
• Adapts communication style to suit the medium (voice vs. text), ensuring clarity and accuracy when addressing member inquiries related to statements, share withdrawals, and loan payoffs in both written and verbal forms
• Provides technical support for online banking and other digital services, offering comprehensive troubleshooting through various member channels
• Adheres to security protocols, ensuring accurate member identification by following the Member Identification Program (MIP) and established security procedures
• Identifies sales and service opportunities across all communication channels by analyzing member behavior and needs
• Meets or exceeds production and referral goals while handling multiple channels and adapting sales strategies to fit different communication styles
• Maintains high efficiency and responsiveness across platforms

Part-Time Contact Center Multi-Channel Specialist

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Develops and executes the strategic vision for the Contact Center, aligning with the Credit Union's mission, vision, values and objectives
• Initiates and drives department and enterprise-wide projects
• Leads and develops the Contact Center Team, establishing performance metrics/KPIs, sales goals, coaching and recognition practices
• Champions a member-centric approach to deliver exceptional service and strengthen member loyalty across all channels
• Establishes and maintains a quality assurance program
• Develops and implements standard operating procedures, ensuring consistency and efficiency in service delivery
• Oversees the Contact Center budget
• Leads workforce management
• Leverages technology to streamline operations
• Manages vendor relationships
• Serves as a key point of contact for Contact Center-related matters
• Identifies and mitigates operational risks

Director of Contact Center

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers, while maintaining up-to date knowledge of credit union products and services.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures, including fraud detection and processing high-risk transactions.
• Identifies and promotes sales opportunities by understanding and addressing member needs, introducing loan programs, and offering applicable products and services.
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives by educating members on product features and benefits.
• All other duties as assigned.

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