Fulfillment Agent (Contact Center)

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range: $18.00 to $23.00 annually. Offers depend on individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

Local hybrid remote within 60 miles of Clarksville, TN.

About the role

The Contact Center Fulfillment Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services through remote delivery channels, including phone, email, chat, text, secure message, and video. The Contact Center Fulfillment Agent serves members through needs fulfillment, problem resolution, effective communication, and member education.

Responsibilities

• Assists members with account inquiries and transactions via all remote delivery channels: phone, email, chat, text, secure message, and video.
• Performs a variety of services for members including:
  • Processing funds transfers
  • Troubleshooting and resolving online banking and debit card issues
  • Stop payments and check orders
  • Ordering debit cards
  • Accepting phone payments
  • Changing payroll deductions
  • Processing wire transfers
  • Completing research and preparing fraud and dispute documentation
• Reviews and processes online account requests.
• Troubleshoots and provides long-term problem resolution solutions to members.
• Identifies and evaluates the needs of members and potential members and educates them on the appropriate product or service.
• Evaluates members' needs to proactively educate them on appropriate financial products and services.
• Educates and promotes the use of different remote services for member convenience.
• Addresses all member concerns professionally and effectively while identifying ways to resolve difficult situations.
• Processes verification of deposits and accounts for other financial purposes after ensuring proper member authorization.
• Uses time management skills to maximize the number of members assisted while maintaining high service levels.
• Upholds credit union policies and procedures.
• Quotes loan payoffs based on established Consumer Loan Department guidelines.
• Conducts follow-up contact to ensure timely resolution and member satisfaction.
• Creates memorable and positive experiences with every member interaction by exceeding expectations.
• Proficient in preparing written communications.
• Attends and participates in all required meetings, trainings, and committees.
• Completes all required compliance training and complies with regulations, including Bank Secrecy Act compliance.
• Ensures work area is clean, secure, and well-maintained.
• Performs other duties as assigned by management.

Requirements

• High School diploma or equivalent.
• One or more years of experience in Customer Service.
• Minimum of 6 months financial industry and/or call center experience preferred.
• Prior experience with Symitar, Glia Phone System preferred but not necessary.
• Fluency in English and Spanish (oral and written) preferred.

Skills

• Accurately assesses cultural environment, exhibiting emotional intelligence and appropriate sensitivity.
• Excellent organizational, administrative, and attention-to-detail skills.
• Excellent problem-solving skills.
• Outgoing, solutions-oriented personality.
• Excellent interpersonal and communication skills (oral and written).
• Able to work cooperatively with others.
• Proficient in using a PC, related software, and standard office equipment.
• Able to meet deadlines and maintain an effective and efficient workflow.
• Professional dress, appearance, and attitude.
• Able to work independently, as part of a team, and handle multiple tasks in a fast-paced environment.
• Able to maintain workflow under pressure while promoting a professional image.
• Regular and predictable attendance.
• Able to work extended hours, holidays, or Saturdays.

Physical Requirements

• Finger Dexterity: Using primarily fingers to make small movements such as typing or picking up small objects.
• Talking: Frequently conveying detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing: Able to hear average or normal conversations and receive ordinary information.
• Visual Abilities: Average, ordinary visual acuity necessary to prepare or inspect documents or operate machinery.
• Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.