Contact Center Agent I

About the role

Serving members' operational and financial needs and questions via telephone and web inquiries. Responsible for cross‑selling all credit union services and identifying services to meet member needs.

Responsibilities

• Assist members contacting the credit union by telephone and email.
• Process member transactions per telephone request.
• Handle tier‑one queue calls.
• Provide information and research to members on overall account and service inquiries.
• Ensure members are properly charged for services rendered.
• Maintain knowledge of and provide information on all credit union services and products, including but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross‑account transfers/setup, term shares, and check orders.
• Promote credit union products and cross‑sell additional products to meet members' needs.
• Contribute to department and credit union goals by handling high contact volumes and assisting in meeting overall Contact Center goals.
• Record details of member comments, inquiries, complaints, and actions into appropriate workflow software.
• Follow current policies and procedures as set by the Board of Directors.
• Comply with financial industry rules and regulations as required by law, including Bank Secrecy Act (BSA), Anti‑Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD) as they relate to job functions.
• Complete BSA/AML compliance training annually.
• Perform other duties as assigned.

Relationships and contacts

• Supervises: None
• Reports to: Contact Center Manager
• Contacts: Daily telephone contact with members and frequent contact with other departments.

Requirements

Education

• High School Diploma or GED required.

Experience

• One (1) year of experience in a financial institution (FI) or one (1) year of customer service experience required.
• Any amount of financial or contact center experience is preferred.
• Bilingual preferred.

Physical requirements

• Minimal physical requirements; position involves wrist/hand manipulation and sitting for long periods.
• Must be able to speak clearly and hear effectively to assist members over the telephone.
• Vision abilities include close vision for frequent viewing of computer monitors and review of documents.

Mental requirements

• Perform job functions independently or with limited supervision; work effectively alone or as part of a team.
• Strong ability to read and carry out written instructions and follow oral instructions.
• Strong ability to speak clearly and deliver information in a logical, understandable sequence.
• Capable of dealing calmly and professionally with diverse personalities at various levels inside and outside the organization; demonstrate highest levels of customer service and discretion.
• Perform responsibilities with composure under stress of deadlines, extreme accuracy/quality requirements, and/or fast pace.
• Effectively handle multiple, simultaneous, and changing priorities.
• Exercise highest level of discretion on internal and external confidential matters.

Equipment requirements

• Personal computer with Windows environment.
• General office equipment: copy machine, calculator, scanner, etc.