Call Center Agent

Job Description

Job Description

The Call Center Agent is responsible for creating member loyalty by identifying member needs and offering financial solutions through our products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers all incoming member calls in a professional, timely and courteous manner, following established standards and guidelines for excellent member service and efficiency.
• Assists members with informational or transactional requests with and in accordance to our policy and procedure guidelines.
• Ensures safeguarding of member information by following identification and document retention policies.
• Effectively deals with member concerns which may include researching, determining possible accuracy resolutions, etc.
• Able to handle member inquiries, discrepancies, complaints, and concerns in a professional manner (IE. research, resolution, etc.)
• Maintains up-to-date knowledge of all credit union products and services along with the benefits and features of each.
• Recognizes cues for cross sell opportunities.
• Able to sustain member relationships with HIUSA through effective communication.
• Provides members with financial wellness education
• Maintains occupancy times to meet service goals
• Recommends alternative solutions to enhance operational processes
• Proactively supports our “Life Matters” brand and culture.
• Performs other duties as assigned.

EDUCATION AND SKILLS

• High School Diploma or GED, required.
• Basic keyboarding and data entry skills including knowledge of Outlook, Word, and Excel.
• Ability to learn complex procedures and navigate multiple computer systems simultaneously.
• Requires clear and professional communication in writing, in person, and on the telephone.
• Critical thinking skills to summarize member needs and find a resolution.
• Empathetic and good listening skills.
• Trouble shooting and problem-solving skills & techniques.

MINIMUM PHYSICAL REQUIREMENTS

• Sitting for prolonged periods at a desk working on a computer.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.

BENEFITS AND PAY

The expected pay for the Call Center Agent is $21.00/ per hour.

This pay reflects the compensation we reasonably expect to offer for this role based on typical qualifications and market data. Offered pay may vary depending on the candidate’s experience, skills, and other relevant factors.

We cover 100% of employees single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time and our pay it forward program. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Health savings account, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

Make a difference one life at a time!

ABOUT COMPANY:

HawaiiUSA FCU Federal Credit Union is a local, not-for-profit, federally insured financial cooperative, owned and operated by our members since 1936. We are dedicated to helping members achieve their financial goals and our employees reach their career aspirations. We are committed to our community by extending ourselves through our time, efforts and resources. Our motto, Life Matters, means celebrating life’s experiences and creating fulfilling work opportunities, not just jobs.