Contact Center Agent I (Voice Channel)

Job Title: Contact Center Agent

Reports To : Manager, Contact Center

Positions Supervised : N/A

FLSA Status : Non-Exempt

Job Summary

The contact center agent is responsible for assisting members in all assigned phases of savings and lending functions, and exceeding referrals and sales goals. This position requires knowledge of system and back-office operations in all areas of electronic delivery to include online access, bill payment, mobile access, deposit, phone, online account opening, single sign-on, and broadcast email delivery.

Job Responsibilities

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks others than those specifically stated in this description.

• Adhering to Credit Union compliance protocols, answers incoming calls, determines the needs of the caller, and prioritizes minimizing the caller's time and effort in resolving their concern
• Identifies referral options to locate new or existing members for loans, staying abreast on financial products and services to meet sales goals
• Performs teller functions for members to include transferring funds between accounts and/or loans, stopping payments, closing, and reordering debit cards, providing balances, reissuing, and resetting pin numbers, and processing loan or credit card payments; assures member's needs are addressed in a polite and friendly manner
• Identifies products and services to benefit members and provides information about their value; educates members by demonstrating a high-level of knowledge and understanding regarding features and benefits of products and services
• Opens and maintains all member related accounts, member deposits, and service-related accounts
• Cross-sells virtual branch and bill pay services and assists members in setting up virtual branch enrollment and understanding the e-statement process
• Assists other departments and branches with transactions as needed; provides support for the collections department and branch managers in fulfilling customer requests and merchant verifications
• Assists members and branch staff with any cardholder inquiries or problems
• Maintains responsibility for properly authenticating members with out-of-wallet security questions prior to resetting access for or completing transaction requests on members' accounts
• Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union
• Maintains compliance with applicable laws and regulations to protect the Credit union from fraud and loss

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High school diploma

Preferred Qualifications

An equivalent combination of education, training, and experience will be considered.

• Two (2)+ years of related professional experience

Knowledge, Skills, and Abilities (KSAs)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Knowledge of applicable regulatory environments to include the Patriot Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act, etc.
• Knowledge of financial institution specific software and processes.
• Regular and reliable attendance.
• Strong oral and written communication skills.
• Strong problem-solving skills.
• Strong customer service orientation.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job's functions.

• Hybrid remote and in-office setting after 90-day training program; general office environment when in-office.
• Hours of operation: 8:00 am through 6:00 pm Monday through Friday; 9:00 am to 1:00 PM Saturday.
• Saturday availability required.

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job's essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary manner up to 8 hours daily.

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.