Contact Center Agent III

PRIMARY OBJECTIVE OF POSITION

Responsible for all escalated electronic service and debit/credit card calls by providing a high level of quality service while serving members operational and financial needs and questions.  Cross sell all credit union services.

ESSENTIAL JOB FUNCTIONS

• Responsible for handling all escalated calls involving Rally Credit Union electronic services (i.e. internet and mobile banking).
• Troubleshoot member internet banking issues
• Troubleshoot member billpayer issues
• Follow up on Liberty checking leads
• Follow up on pending check orders
• Responsible for handling all escalated calls debit/credit cards.
• Research declined transactions and cards not working.
• Validate transactions and determine whether to remove blocks from cards as necessary
• Support staff with member problems and questions
• Notating card processor with travel notifications from members
• Assist Contact Center Agents with Member Service calls.
• Provide information/research to members on overall account and/or transactions.
• Knowledgeable of and provide information to members and potential members on all credit union services and products.
• Comply with current Rally Credit Union Policies and Procedures, and 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 

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/GED is required

EXPERIENCE

• 3 years of financial institution experience with 2 years in a contact center, or 3 years in a contact center with 2 years in a financial institution, plus 6 months in debit/credit transactions.

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 monitor and review of documents.
• Must have the ability to work with multiple software applications concurrently.  

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 the ability to make effective decisions independently. 
• 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 high call volume.
• Must be able to perform responsibilities and/or requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.

EQUIPMENT SKILLS

• 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.