Contact Center Agent I

Adventure Credit Union•Lansing, MI

About The Position

Adventure Credit Union is seeking a full-time Contact Center Agent to provide superior member service through its inbound Contact Center. The Agent responds to member inquiries by phone, text, chat, and video banking, providing timely and accurate information and supporting the credit union’s brand, service culture, mission, vision, core beliefs, and goal of being a Trusted Financial Guide. The schedule is Monday, Wednesday, and Friday from 8:30 a.m. to 5:00 p.m. and Saturday from 8:45 a.m. to 12:00 p.m., for 24–28 hours per week.

Requirements

High school diploma or equivalent.
One to three years of related experience in a customer or member service environment.
Strong sales skills.
Ability to communicate clearly, effectively, and professionally, verbally and in writing, with coworkers, members, vendors, and business partners.
Strong understanding of online and mobile technologies.
Excellent typing and computer skills, including experience with in-house email and core systems.

Nice To Haves

Bilingual skills.

Responsibilities

Answer member inquiries by phone, text, chat, and video banking about loan and deposit services, products, accounts, and digital features.
Troubleshoot inquiries and provide solutions for accounts and services, including quoting interest rates and processing transfers, outgoing wire transfers, withdrawals, stop payments, check orders, statement and check-copy requests, and certificates of deposit.
Use sales and service skills to recommend products and services that match member needs, explain product features and benefits, and help members use services effectively.
Track cross-sales and work toward established Contact Center Agent goals.
Maintain account accuracy, conduct follow-up, and perform account maintenance using the core computer system.
Record payments requested by phone, document calls, and assess applicable fees.
Process address-change forms and perform Address Analysis across systems in accordance with the Red Flag Policy.
Provide technical support to members and employees for Online Banking, BILLPAY, multifactor authentication, and other programs used at Adventure Credit Union.
Troubleshoot, research, and respond to member inquiries and concerns within the position’s authority; approve and process fee refunds.
Process return mail, assess applicable fees, and perform other assigned side jobs.
Comply with regulatory requirements and established credit union policies and procedures.
Maintain working knowledge of Adventure Credit Union products and services.
Protect member information by maintaining confidentiality and following security procedures.