Contact Center Agent

Job Details

Description

Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution.

Major Duties And Responsibilities

• Works with internal customers and members to troubleshoot and resolve member inquiries. Handles incoming requests from external members/non-members by phone, e-mail or fax and manages their inquiries or requests.
• Provides first contact resolution and builds lasting member relationships by providing exceptional service.
• Maintains up to date knowledge of all credit union products and services. Identifies and recommends the best products and services to meet the financial needs of our members.
• Reports information to the appropriate manager or department regarding complaints on specific products and services.
  
  

Interpersonal Skills

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.

Other Skills

• Must have excellent written and verbal communication and organizational skills
• Must be able and willing to work flexible hours to accommodate department needs
• Should be able to operate well in a fast-paced environment
• Must be able to calmly and professionally handle discontented callers
• Good telephone manner