Call Center Agent

Essential Functions

• Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing.
• Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.
• Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.
• Ensure transactional and informational accuracy.
• Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.
• Image documents to Synergy.
• First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.
• Exceed or maintain an acceptable score on the Quality Assurance Scorecard.
• Achieve Key Performance Indicator goals.
• Regular and predictable attendance.
• Perform additional job-related duties as assigned.

Education/Experience

One year to two years of similar or related experience. A high school education or GED.

Other Skills And Abilities

• Ability to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence.
• Ability to speak effectively to members and employees of the organization.
• Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals.
• Ability to compute rate, ratio, and percentages.
• Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to perform duties using multiple system simultaneously.
• Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.

Position Requirements

• Position requires sitting for extended periods; use hands and fingers, handle or feel; reach with hands and arms; talk or hear.
• Must be able to speak and hear distinctly, specific vision abilities required by this job include: close vision, color vision, and ability to adjust focus.
• Position requires working in a fast-paced environment involving mild to moderate stress levels associated with the performance of the job duties as described.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Performance Measurements

• Within established levels of authority, process member's financial transactions, resolve problems, and answer questions regarding Y-12 FCU products and services.
• Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns.
• Remain current on changes in policies, procedures, compliance and product development.
• Maintain willingness and flexibility to work in shifts to accommodate the extended operating hours and business needs of the Teller center.
• Maintain a dependable record of attendance and timeliness.
• To answer the call promptly and within established guidelines.
• Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members.
• Take initiative for personal career development and seek opportunities to learn new skills.

Service Standards

• Own the Issue
• Build confidence that you will help through your words and actions.
• Minimize the team/member’s effort.
• Personalize the Experience
• Show that you care about the person and the issue.
• Adapt to the team/member’s pace, style, and emotional tone.
• Be Authentic
• Be genuine.
• Be present in the conversation to avoid sounding mechanical.
• Understand, then Solve
• Aim for one-call resolution.
• Address the underlying issue vs. just the request.
• Be crystal clear on next steps.
• Be Curious to Exceed Expectations
• Pick up on cues and clues indicating other needs.
• Engage in conversation to discuss broader needs.
• Help the member access additional resources, products, and services to gain more value.

Physical Demands

• 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.
• While performing the duties of this job, the employee is regularly required to talk, hear, and sit.
• This position requires standing, walking, bending, kneeling, stooping, crouching.
• The employee may occasionally lift and/or move items over 15 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

Typical office – no hazardous or unpleasant conditions.