Call Center Agent

Y-12 Credit Union

4h•Onsite

About The Position

The Call Center Agent is responsible for processing various member financial transactions through PTMs, including deposits, withdrawals, loan payments, transfers, and check cashing, while ensuring accuracy in handling cash and negotiable instruments. This role involves assisting members and potential members via phone, email, and chat with inquiries about products, services, account functions, debit card usage, online banking, mobile banking, and bill pay. Key responsibilities include performing basic credit/debit card maintenance, processing mail transactions, imaging documents, and achieving first call resolution by taking ownership of member issues. The agent is expected to meet or exceed Quality Assurance Scorecard scores and Key Performance Indicator goals, maintain regular attendance, and perform additional assigned duties.

Requirements

One year to two years of similar or related experience.
A high school education or GED.
Ability to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence.
Ability to speak effectively to members and employees of the organization.
Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.
Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals.
Ability to compute rate, ratio, and percentages.
Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to perform duties using multiple system simultaneously.
Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
Ability to work in a fast-paced environment involving mild to moderate stress levels associated with the performance of the job duties as described.
Courtesy, tact, and diplomacy are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Responsibilities

Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing.
Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.
Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.
Ensure transactional and informational accuracy.
Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.
Process member transactions received via mail.
Image documents to Synergy.
First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.
Exceed or maintain an acceptable score on the Quality Assurance Scorecard.
Achieve Key Performance Indicator goals.
Regular and predictable attendance.
Perform additional job-related duties as assigned.