What are the responsibilities and job description for the Contact Center Associate position at CREDIT UNION OF ATLANTA?
Description
The Contact Center Associate serves as a primary point of contact for Credit Union of Atlanta members via telephone, email, and fax. This role is responsible for providing exceptional service, addressing member needs, supporting account and loan inquiries, and identifying opportunities to cross-sell products and services. The Contact Center Associate is a key ambassador of our brand and is expected to uphold the values and behaviors aligned with our “Beacon of Excellence” and ensure a superior Total Member Experience.
Requirements
PRIMARY RESPONSIBILITIES:
- Respond to member inquiries through phone, email, and fax, providing information on accounts, loans, products, and services.
- Verify the identity of each caller to maintain member security and confidentiality.
- Accurately document all interactions and account activities during each member contact.
- Assist members with account transactions such as transfers, payments, stop payments, check requests, and file maintenance.
- Open and close accounts and initiate membership and loan applications via telephone.
- Research and resolve issues related to deposits, withdrawals, loan payments, overdrafts, fees, and other account discrepancies.
- Support members in using electronic services including online banking, mobile banking, remote deposit, and bill pay.
- Set up and troubleshoot home banking and online bill payment services.
- Process loan payments, account deposits, withdrawals, and temporary checks as needed.
- Transfer calls to appropriate departments when further assistance is required.
- Actively identify and recommend products or services that meet members' financial needs.
- Consistently deliver a professional, courteous, and member-focused experience
Qualifications & Skills
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to multitask in a fast-paced, contact center environment
- Detail-oriented with strong organizational skills
- Proficiency with digital banking platforms and standard office software
- Commitment to delivering outstanding member service
- Excell is a plus
Cultural Expectations
- Demonstrate the Credit Union of Atlanta’s “Beacon of Excellence” behaviors
- Promote a positive team environment and collaborative workplace culture
- Ensure every member interaction reflects our commitment to the Total Member Experience
Knowledge and Skills:
· Good interpersonal skills
· Computer skills, (MS Word or Word Perfect, Excel).
· Organization and problem-solving skills
· Time Management skills, and the ability to meet deadlines.
· Ability to work independently without direct supervision
· Self-directed with excellent judgment
· Strong written and verbal skills
Physical and other job requirements:
· Flexible hours and some Saturdays
· Light lifting
· Georgia License required
· Notary Eligibility required
