VXP Specialist providing exceptional member service through various channels at Del Norte Credit Union. Assisting with account management and financial guidance in a call center environment.
About the role
- Contact Center Agent taking calls for Hawaii DCCA, addressing customer inquiries and concerns. Handling inbound and outbound interactions while maintaining database records and adhering to KPIs.
Responsibilities
- Takes calls from those seeking to contact the State of Hawaii DCCA
- Answers questions and addresses any concerns
- Handles inbound and making outbound calls to and from customers
- Listens to customers’ needs and answers their questions or resolves their concerns
- Maintains and records incoming inquiries in an internal database
- Researches issues via both internal and external resources
- Provides accurate information and quotes time-sensitive responses to queries
- Appropriately refers customers to publicly available resources
- Regular daily caller interactions can include private information management, research, call de-escalation, and a commitment to first-call resolution
- Adheres to Key Performance Indicators (KPIs) and company policies including attendance and confidentiality.
- Orientation and training will be in the office, but primarily work from home afterwards.
Requirements
- Cannot hold a professional license through the Hawaii DCCA
- Must reside in the state of Hawaii.
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