Call Center Agent

HawaiiUSA Federal Credit Union•Pearl City, HI

16h•Onsite

About The Position

The Call Center Agent is responsible for creating member loyalty by identifying member needs and offering financial solutions through our products and services.

Requirements

High School Diploma or GED, required.
Basic keyboarding and data entry skills including knowledge of Outlook, Word, and Excel.
Ability to learn complex procedures and navigate multiple computer systems simultaneously.
Requires clear and professional communication in writing, in person, and on the telephone.
Critical thinking skills to summarize member needs and find a resolution.
Empathetic and good listening skills.
Trouble shooting and problem-solving skills & techniques.

Responsibilities

Answers all incoming member calls in a professional, timely and courteous manner, following established standards and guidelines for excellent member service and efficiency.
Assists members with informational or transactional requests with and in accordance to our policy and procedure guidelines.
Ensures safeguarding of member information by following identification and document retention policies.
Effectively deals with member concerns which may include researching, determining possible accuracy resolutions, etc.
Able to handle member inquiries, discrepancies, complaints, and concerns in a professional manner (IE. research, resolution, etc.)
Maintains up-to-date knowledge of all credit union products and services along with the benefits and features of each.
Recognizes cues for cross sell opportunities.
Able to sustain member relationships with HIUSA through effective communication.
Provides members with financial wellness education
Maintains occupancy times to meet service goals
Recommends alternative solutions to enhance operational processes
Proactively supports our “Life Matters” brand and culture.
Performs other duties as assigned.