Contact Center Agent I

Job Title

Handle incoming calls and perform outbound calling as needed. Identify member needs through the use of consultative sales techniques, effectively communicate solutions by referring various credit union products and services. Respond promptly to service requests, resolve the issue or refer members to the appropriate department/ staff member.

Essential Functions & Responsibilities

65% Available to accept inbound member calls from the Account Specialist queue and performs outbound calling as needed.

10% Identifies cross-sell opportunities by asking questions and refers members to the appropriate employee and/or business partners to deliver those products and services. Answers questions about product details and services; the credit union and issues with accounts for members.

10% Process PBI queue Contact/Service events.

5% Respond to BANNO conversations in an accurate and professional manner.

5% Cross trains on other duties that employees of the Contact Center perform.

5% Perform other related duties as assigned.

Performance Measurements

1. Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act. Meets or exceeds performance expectations as described in Essential Functions and Responsibilities. Please refer to Annual Performance Goal document for remaining Performance Measurements.

Knowledge and Skills

Experience: Six months to two years of Call Center or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone. Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials. Must have the skill and ability to use Microsoft Word and Excel.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, or kneel. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

Work is performed indoors in an office environment with normal potential for exposure to safety and health hazards. May periodically travel to other, similar sites. The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.