Contact Center Agent - On Site

Pre-employment background checks, such as criminal reports, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre-employment background screenings.

Summary:

Under the direction of the Contact Center Assistant Manager, assist members and potential members over the phone by promptly receiving and handling inbound member service and loan calls.  Provides efficient, broad-based, knowledgeable and courteous service to maximize the number of incoming calls handled while minimizing the abandon call rate. Work under immediate supervision.  Primary job functions do not typically require exercising independent judgement.

Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit based approach".
• Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
• Provide outstanding member service via phone and email with enthusiasm and professionalism; successfully address member accounts.
• Assist members and potential members with account and product questions.
• Assist member and potential members with online account openings, seeing the process through from application to closing.
• Responsible for communicating the problems and subsequent solutions to phone unit team members.
• Responsible for consistently meeting Contact Center goals and Key Performance Indicators.
• Serves as liaison between the member and other credit union employees, processes and procedures.
• Recognizes service successes and failures and provides continual feedback to Phone Center Manager in the interest of maintaining and improving overall member service delivery procedures.  This includes, but is not limited to evaluating existing policies, procedures, products and services, and technology.
• May be assigned other tasks by appropriate line supervision.

Supervisory Responsibilities:

There are no supervisory responsibilities with this position.

Qualifications

Education and/or Experience:

High School Diploma or General Education Degree (GED); 2 or more years financial institution or call center related experience; or equivalent combination of education and experience.

Other Skills:

• Great interpersonal and phone etiquette including a pleasant, professional speaking voice
• Member focused
• Detail oriented and ability to multi-task
• Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
• Ability to solve problems involving a few concrete variables in standardized situations.
• Ability to receive and respond appropriately to coaching and constructive feedback.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software. Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software. 

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Regularly required to stand; use hands to finger, touch or feel and reach with hands and arms.  Frequently required to walk, stand, stoop, kneel, crouch or crawl.  Occasionally required to sit, climb and balance.  Frequently required to lift and/or move up to ten pounds and occasionally lift/or move up to twenty-five pounds. Regularly required to listen and interpret information received through spoken words and sentences in person and by the phone and accessed via the computer.  Regularly required to communicate information and ideas so others will understand both in person, on the phone and via the computer. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Salary : $18 - $19