Contact Center Agent

Job Description: Contact Center Agent

Title: Contact Center Agent
Classification: Non-Exempt
Reports To: SVP, Member Experience
Salary: $40,000 - $47,000 Incentives

Our Mission

To be THE resource that strengthens and rebuilds our communities by empowering our members to achieve their financial dreams.

Job Summary

We are seeking a dynamic and service-driven Contact Center Agent who exemplifies our core values:

• Commitment to Excellence: Striving for the highest standards in member service.
• Community Collaboration: Partnering with members and colleagues to create meaningful change.
• Empowering Economic Opportunity for All: Helping members achieve financial success and stability.
• Accountability and Ownership: Taking pride in responsibilities and delivering consistent results.
• Innovation Over Status Quo: Embracing creativity and new ideas to enhance the member experience.

As a Contact Center Agent, you will play a vital role in creating positive member experiences across multiple communication channels, including phone calls, emails, online banking messages, and ITM (Interactive Teller Machine) interactions. You will also strengthen member relationships through outbound calls, offering tailored products and services that align with their financial goals.

Key Responsibilities

1. Member Support: Commitment to Excellence

• Handle incoming phone calls, emails, and online banking messages with professionalism and efficiency.
• Assist members with inquiries regarding accounts, loans, and other financial services, ensuring a seamless and positive experience.

2. Outbound Relationship Building: Empowering Economic Opportunity

• Conduct proactive outbound calls to engage with members, deepening relationships and identifying opportunities to enhance their financial well-being.
• Promote and cross-sell relevant credit union products and services, including loans, savings accounts, and credit cards.

3. Financial Guidance: Accountability and Ownership

• Assist members in navigating the online loan application process, providing clear and personalized guidance.
• Schedule appointments with loan experts or financial coaches for members requiring tailored financial advice.

4. Team Collaboration: Community Collaboration

• Work closely with internal departments, such as loan experts and member service advocates, to ensure member needs are met holistically.
• Share insights and feedback with the team to improve service delivery and strengthen community impact.

5. Compliance and Innovation: Ownership and Progress

• Adhere to all credit union policies, and industry best practices with diligence and accountability.
• Must comply with all laws, statutes, rule and regulations which govern the credit union, including but not limited to all of the components of the Bank Secrecy Act (BSA) provisions of the US Patriot Act and Office of Foreign Assets Control (OFAC).
• Utilize innovative tools and systems to maintain accurate records and streamline member interactions, enhancing overall operational efficiency.

Key Skills and Competencies

• Commitment to Excellence: Consistently deliver exceptional service that exceeds member expectations.
• Community Collaboration: Build strong, meaningful connections with members and colleagues to drive shared success.
• Empowerment Mindset: Actively identify opportunities to support members' financial growth and stability.
• Accountability and Ownership: Take responsibility for your actions, ensuring prompt and effective issue resolution.
• Innovation: Embrace creativity and adapt to new approaches that improve processes and the member experience.

Qualifications

• High school diploma or equivalent
• , banking, or call center environments.
• Proficiency in digital banking platforms, CRM systems, and standard office software.
• Exceptional organizational and multitasking skills.
• A passion for helping others and a commitment to delivering exceptional service.

Benefits

• Competitive salary with performance-based incentive opportunities.
• Comprehensive healthcare, dental, and vision insurance.
• Retirement savings plan with employer matching contributions.
• Generous paid time off, including holidays and birthday.
• Professional development and career advancement opportunities.
• A supportive workplace culture built on our mission and core values.

Job Type: Full-time

Pay: $40,000.00 - $47,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Work Location: Hybrid remote in Petersburg, VA 23805

Salary : $40,000 - $47,000