What are the responsibilities and job description for the Contact Center Agent position at Education First FCU?
Job Summary
Assist customers with a wide variety of services. Advise as to how to best utilize company products and services in order to meet personal financial goals, and provide the highest quality customer service.
Responsibilities and Duties
- Identify products/services that might be beneficial to members. Provide them with information over the phone about the products/services, and how they would provide value to the member and encourage them to upgrade their relationship with the company (cross-telling/selling).
- Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset PINs, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.
- Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-statement process.
- Answer incoming calls and determine the needs of the caller and verify the caller’s identity, then determine if you can provide direct assistance (i.e. teller services) of that you will connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
- Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
- Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.
Qualifications and Skills
- Up to six months of similar or related experience including time spent in preparatory positions.
- High school degree or GED required.
- Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.