Contact Center Agent II

About the role

Delivering an exceptional member experience by efficiently handling high-volume inbound calls and digital inquiries, resolving member issues accurately, and completing transactions in real time. Utilize strong product knowledge and effective questioning to identify member needs, provide appropriate solutions, and promote relevant credit union products and services during each interaction.

Responsibilities

• Assist members contacting the credit union by telephone or email.
• Process member transactions via telephone request, including change of terms for qualifying members.
• Provide information and research to members on overall account and/or service inquiries.
• Proactively identify opportunities to cross-sell and up-sell beneficial products and services.
• Ensure members are properly charged for services rendered.
• Process wires and various transactions.
• Be knowledgeable of and provide information to members and potential members on all credit union services and products, including savings, checking, loans, payments, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross-account transfers/setup, term shares, check orders, CD modifications and openings, quote loan payoffs, IRAs, etc.
• 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.
• Achieve first-call resolution.
• Identify members with upcoming loan payoffs or CD maturity dates to advise them of current rates and promotions to retain or attract funds.
• Handle POA inquiries, address trust or estate-related questions.
• Make provisional credit decisions (including fees) for pending disputes.
• Process courtesy fee credits for confirmed fraud or dispute resolutions.
• Make real-time decisions, including check hold releases.
• 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).
• Complete BSA/AML compliance training annually.
• Perform other duties as assigned.

Relationships and contacts

• Reports to: Contact Center Manager
• Extensive daily telephone contact with members and frequent contact with other departments.

Requirements

• High school diploma or GED required.
• Two (2) years of customer service experience, including one (1) year in a financial institution.
• Contact center experience preferred.
• Bilingual preferred.

Physical requirements

• Minimal physical requirements, but 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 required include close vision for frequent viewing of computer monitors and document review.

Mental requirements

• Ability to perform job functions independently or with limited supervision and work effectively either on your own 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 and understandable sequence.
• Ability to perform responsibilities with composure under the stress of deadlines, extreme accuracy, and quality requirements in a fast-paced environment.
• Ability to effectively handle multiple, simultaneous, and changing priorities.
• Capable of exercising the highest level of discretion on both internal and external confidential matters.

Equipment requirements

• Personal computer with Windows environment.
• Copy machine, calculator, and scanner.