Member Support Agent (Call Center Agent)

Job Description

Job Description

Reports to: Member Support Supervisor, Director of Digital Services
Salary: Starting salary is $15 per hour, depending on experience and qualifications

General Summary

Provide information and customer service concerning the credit union and its products and services to credit union members, using the telephone, and other communication methods, ensuring the highest quality of member service.

Job Specifications

1. Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of callers and visitors.

1. Work requires knowledge of a multi-line phone system and word processing.
2. Bilingual (English/Spanish) candidates are encouraged to apply.
3. Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
4. Work requires frequent lifting of up to 20 pounds and occasional lifting of up to 35 pounds when carrying boxes and supplies to the stock room. This work requires frequent sitting. This activity also requires occasional bending, squatting, twisting and reaching.

Duties and Responsibilities

1. Serve membership by providing quality service and information in a pleasant, professional, and efficient manner via telephone and other communication methods.
2. Listen, comprehend, acknowledge and validate member needs in a proactive approach.
3. Verify and confirm member identity, reviewing accounts for proper ownership and relaying information within set policies and procedures.
4. Research and solve routine member questions, problems, and complaints concerning all credit union offered services (accounts, lending, plastics, self-service options, etc.). Ensuring proper follow up and satisfaction.
5. Problem resolution provided with positive alternative solutions for members’ future benefit while focusing on member retention.
6. Job knowledge is essential by retaining and keeping abreast of credit union changes, procedures, policy and internal department correspondence.
7. Agents must take ownership of call, providing resolution and information with limited department out-reach while conducting regular member check-ins.
8. Recognizing when a call should be moved over to a more specialized employee/department.
9. Ability to de-escalate an irate caller but also recognized when to escalate call to appropriate manager/supervisor.
10. Notating a member account/file when appropriate using system tools.
11. Ensure that all credit union member and employee-related business is kept in the strictest confidence.
12. Keep up with and maintain department set goals and efficiency standards. Proactively monitor, and strategically react to call volume while keeping policies/procedures and service standards in place to reach assigned goals and metrics.
13. Cross-sell credit union products and services when appropriate while still adhering to goals set.
14. Complete member/account maintenance including but not limited to processing stop payments, complete plastic requests, address changes, loan payments, wire transfers, etc.
15. Answer multi-line phone system, disseminate information or resolve questions, and /or route calls to appropriate individual. Put calls on hold and coordinate follow through so caller is handled as promptly as possible and/or put into voice mail or take message at caller’s request. Hold times require regular check-ins.
16. Utilize credit union procedures and computer applications that may include email, internet, word processing, spreadsheet, and database and system software.

1. Report malfunctions of the phone equipment used at the station.
2. Provide administrative and clerical support as required. This may include generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc. Mail, fax or e-mail necessary forms to members and prospective members.
3. Continuously check call center voice mails, forward as needed and reply to messages accordingly.
4. Treat all credit union members and employees with a positive and cooperative attitude.
5. Additional duties as assigned by supervisor.