Contact Center Agent - Full Time

Description

The Contact Center Agent will be responsible for the overall experience that members receive when they contact the credit union for assistance. Through providing knowledgeable and accurate information on our products and services, as well as prompt, courteous, and professional customer service.

Position Responsibilities

• Answer inbound calls from members and assist them with their inquiries.
• Provide general information to members on Credit Union policies, procedures, and programs.
• Research and resolve documentation errors and discrepancies, block/order new debit cards, and send ACH and debit card dispute forms.
• Complete basic member maintenance and transactions which include; over the phone transfers and payments, assisting members with bookkeeping, account inquiries, and disputes.
• Actively and professionally cross-sell Credit Union products and services.
• Maintain confidentially of member account information.

Requirements

• High School Diploma or equivalent.
• 6+ months experience within a customer service-focused environment.
• Successful passing of the employee screening process.

Knowledge, Skills and Abilities

• Strong written and verbal communication
• Great active listening skills
• Strong problem solving and critical thinking skills
• Ability to work independently and a self-starter
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Ability to adapt to changes and provide flexibility where needed
• Comfortable with working in a fast-paced environment
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems

Physical Demands and Work Environment

• Stationary work, often requiring standing or sitting for prolonged periods
• Operate standard office equipment and keyboards
• Visually recognize, reconcile, and verify numerical details for accuracy
• Repeating motions that may include the wrists, hands and/or fingers
• Must be able to access and navigate facility with reasonable accommodations
• Lift and carry small parcels, packages and other items

Additional Notes

• Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen.
• This Job Description is not a complete statement of all duties, responsibilities and physical demands comprising this position.