Call Center Agent

Job Description

Job Description

Description:

Provide exceptional support to members and prospective members by responding to telephone inquiries, clearly explaining credit union products and services, resolving issues efficiently, and directing calls to the appropriate departments. Additionally, handle member financial transactions and account inquiries via phone, ensuring accuracy and a high standard of service.

Essential Functions & Responsibilities

N 35% Assists members and potential members with telephone inquiries, providing information on products and services, resolving issues within authority, and referring complex matters to a supervisor with recommendations.

N 35% Verifies and posts transactions via phone to member accounts while maintaining accurate member and Credit Union records.

N 10% Greets members, provides general service information, and directs them to the appropriate department as needed. Identifies cross-selling opportunities and promotes Credit Union products and services.

N 10% Maintains member account information in the computer system and ensures proper records and reports are maintained.

N 10% Assists other departments as needed and performs general administrative tasks such as filing, copying, data input, and answering phones. Performs other job-related duties as required or assigned.

1.) Provide friendly, professional, and confidential service to all members and associates, ensuring prompt

and accurate assistance.

2.) Answer telephone calls within 2 rings, return messages within 10 minutes, and minimize call transfers.

3.) Process member transactions with zero unresolved errors, accurately posting transactions and maintaining compliance with Credit Union policies and procedures.

4.) Troubleshoot and resolve members and internal inquiries efficiently, ensuring timely, friendly, and accurate resolutions.

5.) Proactively identify and recommend appropriate products and services to benefit members.

6.) Maintain a dependable record of attendance and punctuality.

7.) Uphold a professional work environment and businesslike appearance.

8.) Develop and maintain a strong understanding of Credit Union policies, procedures, and regulatory compliance

Knowledge and Skills

Experience - One year to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves contact with people beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills - Good listening and telephone skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

Benefits
We are proud to offer a comprehensive and competitive benefits package, including:

• 100% Employer-Paid Health & Dental Insurance Premiums
  
• Low-Cost Vision Insurance
  
• Paid Time Off (PTO)
  
• Short-Term & Long-Term Disability Insurance
  
• Company-Paid Life Insurance
  

We’re committed to supporting the well-being of our employees both in and out of the workplace.