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 or email. Process member transactions via telephone request. Process change of terms for qualifying members. Provide information and research to members on overall account and service inquiries. Proactively identify opportunities to cross‑sell and up‑sell beneficial products and services. Ensure members are properly charged for services rendered. Process wires and other transactions. Be knowledgeable of and provide information on all credit‑union services and products, including savings, checking, loans, payments, electronic services and channels, wires, stop payments, debit card transactions, copies of statements and checks, cross‑account transfers, term shares, check orders, CD modifications and openings, loan payoff quotes, IRAs, etc. Promote credit‑union products and cross‑sell additional products to meet members’ needs. Contribute 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 with upcoming loan payoff or CD maturity dates to advise of current rates and promotions to retain money or bring in new funds. Handle POA inquiries and address trust or estate related questions. Make provisional credit (fees) decisions for pending disputes. Process courtesy fee credits for confirmed fraud or dispute resolutions. Make real‑time decisions. Release check holds. Follow current policies and procedures set by the board of directors. Comply with financial industry rules and regulations required by law. Demonstrate understanding of compliance requirements including BSA, AML, OFAC, CIP, and MDD, as they relate to job functions. Complete BSA/AML compliance training annually. Perform 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. Qualifications Education High school diploma or GED required. Experience Two (2) years of customer service, including one (1) year of experience in a financial institution. Contact‑center experience preferred. Bilingual preferred. Physical Requirements Physical requirements are minimal; position involves wrist/hand manipulation and sitting for long periods. Must be able to speak clearly and hear effectively over the telephone. Vision requirements include close vision for frequent viewing of computer monitors and documents. Mental Requirements Perform job functions independently or with limited supervision and work effectively alone or as part of a team. Read and carry out written instructions and follow oral instructions. Speak clearly and deliver information logically. Maintain composure under strict deadlines and high accuracy requirements in a fast‑paced environment. Handle multiple, simultaneous, and changing priorities; exercise discretion on confidential matters. Equipment Requirements Personal computer with Windows environment, copy machine, calculator, and scanner. #J-18808-Ljbffr