Contact Center Agent III

Contact Center Agent III

Northgate Branch - McAllen, TX 78504

Summary

Primary Objective Of Position: Deliver 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:

• Provide a consultative sales approach to meet our members' financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Responsible for handling all escalated calls involving Rally Credit Union electronic services (i.e. internet and mobile banking). Product knowledge experts in Tier 1,2, and 3 calls.
• Accountable for higher risk transactions such as: Debit Card Limit Increases, Zelle Restriction Reviews and increases, New Member Applications, returned external deposits, release debit card holds, review cashapp blocks. Abide by FACTA (fraud prevention), understand merchant category codes and exclusions, research fraud alerts, manual debit card activation, research application status,resolve duplicate apps as necessary,add users to business owner accounts, create term share certificates, support members through bulk account openings, research rejected applications when necessary, trouble shoot Point of Sale response codes.
• Troubleshoot member internet banking issues
• Troubleshoot member billpayer issues
• 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
• Educate members on smart card and online banking features
• 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.
• First call Resolution Oriented
• 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

Requirements

Education:

• High School Diploma or GED required

Experience:

• Three (3) years of customer service experience to include two (2) years in a financial institution, plus 6 months in debit/credit transactions.
• Contact center preferred
• Bilingual preferred
• Member Retention experience 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 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 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.