Member Contact Center Agent

Job Description

Job Description

Role

Receives incoming calls and respond to members questions and/or requests. Presents additional products, services or resources to the members. Provides direct support services and resolves issues for the members or connects them with the appropriate team member for assistance.

Major Duties and Responsibilities

35%

Answer incoming calls, determines the needs of the caller and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.

25%

Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions) to assure member's needs are addressed in a polite and friendly manner.

15%

Resolving member issues and escalating when needed to the appropriate staff member.

15%

Identify products/services that might be beneficial to and provides information about their value and benefit.Cross-sell Call 24, online banking, and bill pay services and assist members in setting up online banking enrollment and understanding the e-statement process.

5%

Comply with all company policies, procedures, and service standards. Comply with all applicable laws and regulations.

5%

All other job responsibilities as assigned by management

Knowledge and Skills Experience

Six months to one year of customer service experience. * A college degree will satisfy the requirement for 2 years of experience required.

High school degree or GED required.

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.

Must be bondable. Strong written and oral communication skills. Time management skills. Ability to prioritize and multitask. Logic and reasoning skills. Attention to detail. Microsoft Office.

ADA Requirements Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal to moderate noise.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.

Nothing in this position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

ASE Credit Union is an Equal Opportunity Employer