Outbound Contact Center Representative

Description

Quincy Credit Union is seeking a dynamic and member-focused Outbound Contact Center Representative to join our team. This position plays a vital role in building and maintaining relationships with members by conducting proactive outreach and delivering exceptional service through various communication channels including phone, email, and chat.

The ideal candidate will be motivated by the opportunity to connect with members, understand their financial goals, and guide them toward the products and services that best meet their needs.

Responsibilities:

Outbound Engagement 

• Proactively initiate outbound communication (phone, email, and chat) with members and prospective members. 
• Conduct general service follow-ups and present targeted sales opportunities. 
• Accurately document all interactions and schedule/perform necessary follow-up actions.

 Member Needs Analysis & Solutions 

• Engage members in conversations about their financial needs and long-term goals.
• Recommend appropriate products, services, and promotions aligned with those needs.
• Educate members on how to maximize the value of their QCU relationship, including digital tools and account benefits.
• Collect and relay member feedback to management.

Member Support & Expertise 

• Provide detailed, knowledgeable assistance on QCU products and services.
• Answer complex inquiries about accounts, digital banking, and financial tools.
• Establish and maintain professional, helpful, and courteous member relationships to promote satisfaction and loyalty. 

Requirements

• Strong communication and interpersonal skills, with a passion for helping others. 
• Ability to initiate conversations and build rapport with a variety of members. 
• Previous experience in a contact center, customer service, or financial services environment preferred. 
• Comfortable working with digital platforms and tools.      
• Detail-oriented with excellent documentation and organizational skills. 
• Strong problem-solving abilities and willingness to take initiative.