Contact Center Representative

SALARY RANGE $35,000 - $40,000 POSITION LOCATION This position is eligible for a hybrid work arrangement.
Currently 5 days of on-site work per month are required.
POSITION PURPOSE The central point of contact for incidents, problems, requests and questions from our clients as well as our business partners.
Responsible for providing a high level of service and support both internally and externally.
Receives and answers first level application and technical questions and troubleshoots system problems.
Utilizes electronic tracking database to record and route requests for further action to the respective area within the organization.
Courteously and promptly resolves client questions and problems and maintains professional relationships.
Compiles related records, reports and documents.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Act as the first point of contact for clients.
Responsible for maintaining proper phone and chat coverage during operating hours.
Answer phones and properly route calls to respective areas.
Provide Level 1 IT support and system administration to various programs such as Symitar, Job Scheduler Web, MDTOP, MachSol Panel, and DUO Mobile.
Appropriately analyze and route Level 2 help desk support requests to the appropriate teams, including analysis and alerting of high priority client needs to ensure urgent resolution when needed.
Handle 3rd party vendor requests regarding passing quotes to clients and internal teams and assisting with troubleshooting as needed.
Answer and manage all Chat interactions with clients, including troubleshooting, and routing of issues to Level 2 support.
Manage client contact database, ensuring all client, business partner and vendor contact information is up to date.
System administrators for JHA portal and ZenDesk Portal.
This includes adding and removing MDT and credit union resources, password resets and other user login support.
Assists with outage processes including troubleshooting, urgent communication process using third party Statuspage system, and working with other departments to ensure effective triage and resolution.
Performs audit on a quarterly basis of JHA client portal to ensure accuracy.
Responsible for working with other departments to ensure work is flowing effectively and timely throughout the organization.
Issue escalation to appropriate teams and management.
Keep management team informed of progress towards established objectives and any significant challenges.
Complete required reports and records.
Attend and participate in department meetings and committees as required.
Ensure that work area is clean, secure, and well maintained.
Complete special projects and other tasks and duties as assigned.
PERFORMANCE MEASUREMENTS Contact Center is providing internal and external staff with quality and effectiveness.
Good working relationships exist with clients and internal staff.
Concerns and objectives are addressed and solutions are provided in a timely manner.
Management is well informed of area activities and of any significant problems.
Effectiveness of knowledge sharing.
Superior customer service and technical support are provided.
Client questions and problems are resolved promptly, courteously and accurately.
Files are correct, current and well maintained.
Required records and reports are complete and in a timely fashion.
QUALIFICATIONS Education/Certification High school graduate or equivalent.
Preferred Knowledge Thorough understanding of customer service practices.
Thorough understanding of financial services.
Thorough understanding of system administration.
Knowledge of the Symitar core system preferred.
Knowledge of the ZenDesk service desk system preferred.
Experience Required Two years’ experience in financial services (credit unions or banks) preferred.
Two years of experience in client services or service industry.
One or more years of experience with the Symitar core system preferred.
One or more years of experience with PC and associated hardware/software troubleshooting.
Help desk system administration preferred.
Skills & Abilities Ability to work with minimal supervision.
Ability to manage multiple concurrent tasks.
Ability to manage a variety of variables under limited standardization.
Strong problem-solving skills.
Excellent oral and written communication skills.
Willingness to assist others and work in a team environment.
Effective time management and organizational skills.
PHYSICAL ACTIVITES AND REQUIREMENTS OF THIS POSITION Finger Dexterity Using primarily just the finger to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly or quickly.
Average Hearing Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities Average, ordinary visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength Sedentary work; sitting most of the time.
Exerts up to 10 lbs.
of force occasionally.
(Almost all office jobs.
) WORKING CONDITIONS Special No hazardous or significantly unpleasant conditions.
(Such as in a typical office.
) Ability to cover different shifts between the hours of 8:00 am-7:00 pm.
Additional hours, including Saturday/Sunday support, as required.
Occasional travel overnight for training and conferences.
Long duration of computer workstation usage.
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION Reasoning Ability Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
Able to interpret a variety of technical instructions and can deal with multiple variables.
Technical Ability Ability to use MS Office Suite (Word, Excel, PowerPoint, Outlook) Ability to use ticket software.
Communication Ability Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
Ability to conduct training, communicate at panel discussions, and to make professional presentations.
INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.
They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.
Well-constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.
Peripheral tasks, only incidentally related to each position, have been excluded.
Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.
In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive.
Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.
However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.