Contact Center Agent II

PRIMARY OBJECTIVE OF POSITION

Delivering an exceptional member experience by efficiently handling high-volume inbound calls and digital inquiries, resolving member issues accurately, and completing transactions in real time. Utilize strong product knowledge and effective questioning to identify member needs, provide appropriate solutions, and promote relevant credit union products and services during each interaction.

ESSENTIAL JOB FUNCTIONS

• Assist Members Contacting the Credit Union by Telephone/Email.
• Process member transactions via telephone request.
• Process Change of Terms for qualifying members.
• Provide information/research to members on overall account and/or service inquiries.
• Proactively identifying opportunities to cross-sell and up-sell beneficial products and services
• Ensure member is properly charged for services rendered.
• Process wires and various transactions.
• 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, payments, 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, CD Modifications and Openings, quote loan payoff’s, IRA’s,  etc.
• Promotes CU products and cross sells additional products to meet the members’ needs. 
• Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals.
• First Call Resolution Oriented.
• Identify members that have an upcoming loan pay off or CD maturity date in order to advise members of current rates and promotions in effort to retain money or bring in new money.
• POA Inquiries, Address Trust or Estate Related Questions  
• Provisional Credit (fees) Decisions for pending disputes
• Process courtesy fee credits for confirmed fraud /dispute resolutions
• Ability to make real time decisions.
• Check Hold Releases 
• 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), Anti-money 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  

RELATIONSHIPS AND CONTACTS

Supervise Approximately: None 

Reports To:  Contact Center Manager

Contacts: Extensive daily telephone contact with members and frequent contact with other departments.

EDUCATION

• High School Diploma or GED required

EXPERIENCE

• Two (2) years of customer service to include one (1) year financial institution experience
• Contact Center experience preferred
• Bilingual preferred 

PHYSICAL REQUIREMENTS

• 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 in order 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.

MENTAL REQUIREMENTS

• 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 able to perform responsibilities with composure under the stress of deadline 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.
• Must be able to perform responsibilities with composure under the stress of deadlines/ requirements of extreme accuracy and quality in a fast-paced environment.

EQUIPMENT REQUIREMENTS

• Personal computer with windows environment, copy machine, calculator and scanner.

I acknowledge that I have received, read, and understand this Job Description. I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation. I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status. I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.