What are the responsibilities and job description for the Contact Center Agent (Hybrid) position at Together Credit Union?
Contact Center Representative
Role
The Contact Center Agent is responsible for assisting members in all assigned phases of savings and lending functions, and exceeding referrals and sales goals. Requires knowledge of system and back-office operations in all areas of electronic delivery including but not limited to Online Access, Bill Payment, MobileAccess , eDeposit, CUE Phone, Online Account Opening, Single Sign-on(s), and Broadcast Email Delivery. This position is Hybrid.
Major Duties and Responsibilities
Knowledge & Skills
- Answers incoming calls, determines the needs of the caller and verifies the caller’s identity, minimizing the caller’s time and effort in resolving their concern. Identifies referral options to locate new or existing members for loans, by staying abreast on financial products and services, and meet sales goals.
- Performs 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, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.
- Identifies products/services that might be beneficial to members and provides information about their value and benefit. Responsible for opening and maintaining all member related accounts, member deposits, and service related accounts. Educates members by demonstrating a high level of knowledge and understanding regarding features and benefits of Credit Union products and services.
- Cross-sells Virtual Branch and bill pay services and assist members in setting up Virtual Branch enrollment and understanding the e-statement process.
- Demonstrates and applies understanding of all applicable laws and regulations. Proactively protects the Credit Union from fraud/loss. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
- Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications. Assists members and branch staff with any cardholder inquiries or problems.
- Responsible for properly authenticating members with out-of-wallet security questions prior to resetting access for or completing transaction requests on members’ accounts.
- Regular and consistent attendance required.
- Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union.
- Completes all other tasks, assignments or functions as assigned and/or required.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Requires knowledge of system and back-office operations in all areas of electronic delivery including but not limited to Online Access, Bill Payment, MobileAccess , eDeposit, CUE Phone, Online Account Opening, Single Sign-on(s), and Broadcast Email Delivery.
- A minimum of one year up to three years of similar or related experience
- A high school degree or equivalent
