Call Center Agent

HawaiiUSA Federal Credit Union • Pearl City, HI

2d • $0 - $21

About The Position

The Call Center Agent creates member loyalty by identifying member needs and offering financial solutions through the credit union’s products and services. The role answers incoming member calls, helps with informational and transactional requests, researches and resolves concerns, and provides financial wellness education. The agent maintains knowledge of credit union products and services, identifies opportunities to cross-sell, supports member relationships through effective communication, and meets service goals. The role also supports the organization’s “Life Matters” brand and culture and performs other duties as assigned.

Requirements

• High school diploma or GED.
• Basic keyboarding and data-entry skills, including knowledge of Outlook, Word, and Excel.
• Ability to learn complex procedures and navigate multiple computer systems simultaneously.
• Clear, professional communication in writing, in person, and over the telephone.
• Critical-thinking skills to summarize member needs and identify resolutions.
• Empathy and good listening skills.
• Troubleshooting and problem-solving skills and techniques.

Responsibilities

• Answer incoming member calls professionally, promptly, and courteously while following service and efficiency standards.
• Assist members with informational and transactional requests in accordance with policies and procedures.
• Safeguard member information by following identification and document-retention policies.
• Research and address member concerns, inquiries, discrepancies, and complaints, including determining appropriate resolutions.
• Maintain current knowledge of credit union products and services, including their features and benefits.
• Recognize opportunities to cross-sell relevant products and services.
• Build and sustain member relationships through effective communication.
• Provide members with financial wellness education.
• Maintain occupancy times to meet service goals.
• Recommend alternative solutions to improve operational processes.
• Proactively support the “Life Matters” brand and culture.
• Perform other duties as assigned.

Benefits

• 100% coverage of employees’ single medical, drug, vision, and dental monthly health insurance premiums.
• Paid volunteer time and a pay-it-forward program.
• Tuition assistance for higher education and tuition reimbursement.
• Paid time off.
• 401(k) with a 3% employer contribution.
• Health insurance.
• Vision insurance.
• Dental insurance.
• Prescription drug insurance.
• Life insurance.
• Flexible spending account.
• Disability insurance.
• Health savings account.
• Opportunities for advancement.
• Employee assistance program.
• Referral program.
• Retirement plan.
• Employee discount.
• Paid training.
• Professional development assistance.
• AD&D insurance.
• Volunteer time off.
• Credit union membership.
• Paid orientation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED