Member Contact Center Agent

About the Role

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

Key Responsibilities

• Answer incoming calls, determine the needs of the caller, and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.
• Perform teller functions for members, such as:
• Transfer funds between accounts and/or loans.
• Place stop payments.
• Close and reorder debit cards.
• Provide balances and last five transactions.

Assure member's needs are addressed in a polite and friendly manner.

• Resolve member issues and escalate when needed to the appropriate staff member.
• Identify products/services that might be beneficial to members and provide information about their value and benefit.
• Cross-sell Call 24, online banking, and bill pay services.
• Assist members in setting up online banking enrollment and understanding the e-statement process.
• Comply with all company policies, procedures, and service standards.
• Comply with all applicable laws and regulations.
• Perform other job responsibilities as assigned by management.

Requirements & Tech Stack

• High school degree or GED required.
• Microsoft Office.
• Must be bondable.
• Strong written and oral communication skills.
• Time management skills.
• Ability to prioritize and multitask.
• Logic and reasoning skills.
• Attention to detail.

Qualifications

• Six months to one year of customer service experience.
• A college degree will satisfy the requirement for 2 years of experience.
• A significant level of trust and diplomacy is required to be an effective subject matter expert.
• Ability to communicate information of a sensitive and/or highly confidential nature.
• Ability to motivate, influence, educate, and/or advise others on matters of significance.
• Ability to develop and foster strong working relationships with team members and members.
• Ability to incorporate core values into daily activities and decisions.
• Must be able to perform job functions independently or with limited supervision and work effectively either on their 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 the 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.

ADA Requirements

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

Working Conditions

• Routinely perform work indoors in a climate-controlled shared work area with minimal to moderate noise.