Description

Are you a solutions oriented individual committed to providing outstanding member service? 

Are you ready to display your caring, compassionate and enthusiastic side to the members that we serve and ensure that all of their questions and concerns are answered in a prompt, courteous and professional manner? 

Are you able to transform customer feedback into actionable items that can assist with the increased improvement of the overall member experience?

Do you have the ability to work in a fast paced environment?

If your response to these questions are starting to describe your current capabilities, we encourage you to continue reading as this position may be the very start to your new career!

The ideal Contact Center Agent will be responsible for the overall experience that our members receive when they call the credit union for assistance. By providing accurate and knowledgeable information to our members and ensuring that our services provided are of the same high quality care and concern, you will be well on your way to becoming a valuable member of our team.

You will need at least a High School diploma or equivalent, along with having 6 months experience within a customer service-focused environment (i.e. Contact/Call center, retail, hospitality, or food and beverage).

AS THE CONTACT CENTER AGENT YOU WILL:

• Answer inbound calls from members and assist them with their inquiries.
• Provide general information to members on Credit Union policies, procedures, and programs.
• Research and resolve documentation errors and discrepancies, block/order new debit cards, and send ACH and debit card dispute forms.
• Complete basic member maintenance and transactions which include; over the phone transfers and payments, assisting members with bookkeeping, account inquiries, and disputes.
• Actively and professionally cross-sell Credit Union products and services.
• Maintain confidentially of member account information

Requirements

• Strong written and verbal communication 
• Strong time management and organizational skills
• Strong problem solving, conflict resolution and critical thinking skills
• Keen active listening skills
• Exceptional interpersonal and rapport building skills
• Ability to work independently and be a self-starter
• Ability to work in a fast-paced environment
• Ability to display a patient and empathetic attitude
• Ability to adapt to changes and provide flexibility where needed
• Proficient use of Microsoft Office (i.e Word, Excel, Outlook) 
• Proficient data entry skills

Still believe that you have what it takes to become a member of our team? Please take a moment to apply to the position and a team member will be in touch with you soon.