Contact Center Agent - Tier 1

Contact Center Agent

Ready to build a career with real growth and purpose? At Air Academy Credit Union, we're seeking a Contact Center Agent at our corporate location in Colorado Springs who wants to grow professionally while making a meaningful impact. Our Contact Center Agents are trusted partners to our members, delivering personalized, caring solutions that help turn financial goals into reality. Hiring bonus available - see the AACU Career Center job posting for full details.

Recognized as a Gazette Best Workplace since 2017, we're committed to improving the lives of our members and communities by doing what is right, not what is easy. We want to exceed the expectations of anyone who comes our way by providing custom, caring financial solutions. With over 43,000 members and $815 million in assets, we walk alongside our members on their financial journey. Their goals are our goals and building stronger communities is what we do. Each year, AACU gives time, money, and resources to numerous community organizations, projects, and programs.

Primary Responsibilities Include

• Responsible for handling high call volume, inquiries, and processes in the call center for the Service Queues, including phone and messaging services.
• Responsible for delivering and educating members on all credit union products and services via the call center, with a strong emphasis on achieving monthly and annual sales goals.
• Possesses thorough knowledge of our Internet Banking Services, including basic browser knowledge, assisting members with signing onto the website/internet banking, and answering questions regarding internet banking capacities.
• Possess knowledge and ability to troubleshoot smartphone and tablet applications and devices within credit union electronic delivery channels.
• Research and provide a problem resolution to member issues and diffuses escalating member situations.
• Responsible for administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of member information and the AACU information systems.

Tier Responsibilities

Contact Center Tier 1 agents are typically expected to progress to Tier 2 within approximately 6090 days after demonstrating proficiency in Tier 1 duties and completing required training. Timing may vary depending on department needs, training availability, and operational factors.

• Tier 1 includes supporting members with basic transactions and account maintenance, credit card and loan payments, debit card maintenance and inquiries, online banking and ACH assistance.
• Tier 2 includes all responsibilities of tier 1 (above) as well as handling specialized transactions such as consumer loan maintenance, retirement account transactions, and wires.
• Tier 3 responsibilities include, but not limited to, extensive outbound calling, member retention and opening new accounts.

Job Requirements

• High school diploma or general education degree (GED); plus, one-year related experience and/or training in sales, call center and/or financial services environment preferred.
• Excellent communication and organizational skills.
• Ability to work branch hours as needed including some Saturdays.
• Ability to educate and promote credit union products and services.

Core Competencies

• Dependable - Commit to showing up on time and prepared to provide world class service to both internal and external members.
• Sales and Service Oriented Discover member's needs, provide solutions, and deescalate calls.
• Quality - Handle calls promptly and provides accurate service.
• Resilience Ability to move from one situation to the next with a clear and open mind.
• Communication Skills - Listening to understand a member and make them feel heard.

Pay Information

The pay ranges represent the low and high end of the base salary range for this position. This position is eligible for incentives based on overall performance.

Grade Value 700 (Tier 1): $19.15 - $24.75 per hour

Grade Value 800 (Tier 2): $20.50 - $27.70 per hour

Grade Value 900 (Tier 3): $22.50 - $30.40 per hour

Training

• Paid training will be held at our corporate location in Colorado Springs for two full weeks beginning August 31st, Monday-Friday, 9:00am-5:00pm.

Hybrid schedule possible after 90-day review.

We love our family-like culture here at AACU. Our full-time employees enjoy a great benefits package, including paid sick and vacation days, comprehensive medical, dental, and vision plans, along with an outstanding 401K retirement plan. Additionally, after 90 days of employment, full-time employees are eligible for our tuition reimbursement program to help you reach your professional goals, auto loan discounts, and mortgage loan discounts. Join our team and be a part of a company whose members' and employees' dreams are our passion.

AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. We perform pre-employment drug testing, consumer credit history checks and criminal background checks. AACU uses E-Verify to check that new hire documents are valid and fully authorized to work in the U.S. as required by federal law.