CALL CENTER AGENT

Primary Responsibilities

• Work effectively in a structured, friendly environment
• Works collaboratively with branch staff and other departments to provide an exceptional member experience
• Adhere to daily schedules and assignments
• Affords callers with the following:
• Telephone / Electronic Communication Service – Monitor and professionally answer all incoming agent phone calls and /or electronic communications
• Financial Transactions – Process all financial transactions and service accounts – this includes, but is not limited to general transactions, loan servicing, account maintenance, and electronic services such as Bill Pay and on-line account opening support
• First Call Resolution - Properly addressing the members needs the first time they call. Resolve problem during every call, educate the members on how to prevent occurrence in the future, and identify additional services that could assist
• Cross-Sales – Identify opportunities for the expansion of the product and service relationship with all members and offer additional appropriate products. This includes additional account relationships as well as other products and services offered by the credit union
• Referrals - Identify opportunities for the expansion of the product and service relationship with all members and refer the member to the appropriate staff who are able to provide that product or service such as loans, deposit accounts or wealth management/investment and insurance services
• Document thoroughly all calls and actions taken within core systems
• Maintains Service Level and referral goals assigned
• Attains Quality Monitoring and Scoring goals assigned

Qualifications

• High School Diploma or equivalent
• Minimum two years of work related experience. Work related experience should consist of a background in financial services, retail, or general sales.
• One year call center experience preferred
• Ability to work effectively in a fast-paced call center environment
• Ability to multi-task and use multiple systems and monitors at the same time
• Ability to adhere to daily schedules and duties
• Ability to sit for extended periods of time
• Ability to effectively de-escalate and resolve issues
• Ability to identify and communicate process improvement areas
• Excellent listening skills
• Excellent Customer Service voice and demeanor
• Excellent telephone etiquette
• Excellent oral and written communication skills
• Excellent problem solving skills
• Exhibits a passion and commitment to great member service by consistently delivering the service process to every member of Credit Union ONE