Contact Center Agent

Major Duties And Responsibilities

• Works with internal customers and members to troubleshoot and resolve member inquiries.
• Handles incoming requests from external members/non-members by phone, e-mail or fax and manages their inquiries or requests.
• Provides first contact resolution and builds lasting member relationships by providing exceptional service.
• Maintains up to date knowledge of all credit union products and services.
• Identifies and recommends the best products and services to meet the financial needs of our members.
• Reports information to the appropriate manager or department regarding complaints on specific products and services.

Interpersonal Skills

• Courtesy, tact, and diplomacy are essential elements of the job.
• Personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Other Skills

• Excellent written and verbal communication and organizational skills.
• Able and willing to work flexible hours to accommodate department needs.
• Able to operate well in a fast-paced environment.
• Calmly and professionally handle discontented callers.