Member Support Agent (Call Center Agent)

Reports to: Member Support Supervisor, Director of Digital Services

Starting salary is $15 per hour, depending on experience and qualifications.

About the Role

Provide information and customer service concerning the credit union and its products and services to credit union members, using the telephone and other communication methods, ensuring the highest quality of member service.

Requirements

• Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of callers and visitors.
• Knowledge of a multi-line phone system and word processing.
• Bilingual (English/Spanish) candidates are encouraged to apply.
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.).
• Frequent lifting of up to 20 pounds and occasional lifting of up to 35 pounds when carrying boxes and supplies to the stock room.
• Frequent sitting, occasional bending, squatting, twisting, and reaching.

Responsibilities

• Serve membership by providing quality service and information in a pleasant, professional, and efficient manner via telephone and other communication methods.
• Listen, comprehend, acknowledge, and validate member needs in a proactive approach.
• Verify and confirm member identity, reviewing accounts for proper ownership and relaying information within set policies and procedures.
• Research and solve routine member questions, problems, and complaints concerning all credit union offered services (accounts, lending, plastics, self-service options, etc.), ensuring proper follow-up and satisfaction.
• Provide problem resolution with positive alternative solutions for members’ future benefit while focusing on member retention.
• Maintain job knowledge by retaining and keeping abreast of credit union changes, procedures, policy, and internal department correspondence.
• Take ownership of calls, providing resolution and information with limited department outreach while conducting regular member check-ins.
• Recognize when a call should be escalated to a more specialized employee/department.
• De-escalate irate callers and escalate calls to appropriate manager/supervisor when necessary.
• Notate member accounts/files when appropriate using system tools.
• Ensure all credit union member and employee-related business is kept in the strictest confidence.
• Maintain department set goals and efficiency standards.
• Proactively monitor and strategically react to call volume while keeping policies/procedures and service standards in place to reach assigned goals and metrics.
• Cross-sell credit union products and services when appropriate while adhering to set goals.
• Complete member/account maintenance including processing stop payments, plastic requests, address changes, loan payments, wire transfers, etc.
• Answer multi-line phone system, disseminate information, resolve questions, and/or route calls to the appropriate individual.
• Manage hold times with regular check-ins or place calls into voicemail/take messages at the caller’s request.
• Utilize credit union procedures and computer applications including email, internet, word processing, spreadsheet, database, and system software.
• Report malfunctions of phone equipment used at the station.
• Provide administrative and clerical support as required, including generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc.
• Mail, fax, or email necessary forms to members and prospective members.
• Continuously check call center voicemails, forward as needed, and reply to messages accordingly.
• Treat all credit union members and employees with a positive and cooperative attitude.
• Perform additional duties as assigned by supervisor.

Pay

Starting salary is $15 per hour.