What are the responsibilities and job description for the Contact Center Agent I position at Rally Credit Union?
Primary Objective Of Position
Serving members operational and financial needs and questions via telephone/web inquiries. Responsible for cross selling all credit union services and identifying services to meet member needs.
Essential Job Functions
Supervise Approximately: None
Reports To: Contact Center Manager
Contacts: Daily telephone contact with members and frequent contact with other departments.
Requirements
EDUCATION
Serving members operational and financial needs and questions via telephone/web inquiries. Responsible for cross selling all credit union services and identifying services to meet member needs.
Essential Job Functions
- Assist Members Contacting the Credit Union by Telephone/Email.
- Process member transactions per telephone request.
- Handles tier one queue calls
- Provide information/research to members on overall account and/or service inquiries.
- Ensure member is properly charged for services rendered.
- Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc.
- Promotes CU products and cross sells additional products to meet the member’s needs.
- Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals.
- Record details of member comments, inquiries, complaints and actions into appropriate workflow software.
- Follow Current Policies and Procedures as Set by the Board of Directors.
- Comply with financial industry Rules and Regulations as required by law.
- Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
- Responsible for completing BSA/AML compliance training annually.
- Other Duties as Assigned
Supervise Approximately: None
Reports To: Contact Center Manager
Contacts: Daily telephone contact with members and frequent contact with other departments.
Requirements
EDUCATION
- High School Diploma or GED required
- Requires one (1) year of experience in a financial institution (FI) or one (1) year customer service
- Any amount of financial or contact center experience is preferred
- Bilingual preferred
- Physical requirements are minimal, but position involves wrist/hand manipulation and sitting for long periods of time.
- Must be able to speak clearly and hear effectively to assist members over the telephone.
- Vision abilities required by this job include close vision for frequent viewing of computer monitors and review of documents.
- Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
- Must have a strong ability to read and carry out various written instructions and follow oral instructions.
- Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
- Must be able to perform responsibilities with composure under the stress of deadlines/ requirements for extreme accuracy and quality and/or fast pace.
- Must be able to effectively handle multiple, simultaneous, and changing priorities.
- Must be capable of exercising highest level of discretion on both internal and external confidential matters
- Personal computer with windows environment
- General Office; copy machine, calculator and scanner, etc.