Contact Center Agent III

About the role

Deliver 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

• Provide a consultative sales approach to meet members’ financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Handle all escalated calls involving Rally Credit Union electronic services (e.g., internet and mobile banking).
• Serve as product knowledge expert for Tier 1, 2, and 3 calls.
• Process higher-risk transactions such as:
  • Debit Card Limit Increases
  • Zelle Restriction Reviews and increases
  • New Member Applications
  • Returned external deposits
  • Release debit card holds
  • Review CashApp blocks
• Abide by FACTA (fraud prevention), understand merchant category codes and exclusions, research fraud alerts, manually activate debit cards, research application status, resolve duplicate applications, add users to business owner accounts, create term share certificates, support members through bulk account openings, research rejected applications, and troubleshoot Point of Sale response codes.
• Troubleshoot member internet banking and bill-payer issues.
• Handle all escalated calls regarding debit/credit cards, research declined transactions, and validate transactions to determine whether to remove card blocks.
• Support staff with member problems and questions, including notating the card processor with travel notifications from members.
• Educate members on smart card and online banking features.
• Assist Contact Center Agents with member service calls.
• Provide information and research to members on overall account and/or transactions.
• Demonstrate knowledge of and provide information on all credit union services and products to members and potential members.
• Achieve first-call resolution.
• Comply with Rally Credit Union Policies and Procedures, Rules and Regulations, and legal requirements, 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.

Requirements

• High School Diploma or GED required.
• Three years of customer service experience, including two years in a financial institution, plus six months in debit/credit transactions.
• Contact center experience preferred.
• Bilingual preferred.
• Member retention experience preferred.

Physical and Mental Requirements

• Minimal physical requirements; 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 documents.
• Must be able to work with multiple software applications concurrently.
• Must perform job functions independently or with limited supervision and work effectively alone or as part of a team.
• Must make effective decisions independently and read/carry out written instructions while following oral instructions.
• Must speak clearly and deliver information logically and understandably.
• Must perform responsibilities with composure under high call volume stress.
• Must handle extreme accuracy, quality, and fast pace, as well as multiple, simultaneous, and changing priorities.

Equipment

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