Contact Center Agent I

Freedom First Credit Union•Roanoke, VA

6d•$18 - $27•Onsite

About The Position

This role involves handling incoming calls and performing outbound calling as needed. The primary focus is to identify member needs through consultative sales techniques and effectively communicate solutions by referring various credit union products and services. The agent will also respond promptly to service requests, resolve issues, or refer members to the appropriate department or staff member.

Requirements

Six months to two years of Call Center or related experience.
A high school education or GED.
Skill and ability to use and operate a keyboard (typewriter), computer, calculator, fax machine, copier and telephone.
Skill and ability to read and understand financial statements, contracts, applications, computer printouts, manuals and other related materials.
Must have the skill and ability to use Microsoft Word and Excel.
Must comply with government and other regulations affecting the credit union industry including, but not limited to, OFAC and the Bank Secrecy Act.

Nice To Haves

Work involves extensive personal contact with others and is of a personal or sensitive nature.
Motivating, influencing, and/or training others is key at this level.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Responsibilities

Handle incoming calls and perform outbound calling as needed.
Identify member needs through the use of consultative sales techniques.
Effectively communicate solutions by referring various credit union products and services.
Respond promptly to service requests, resolve the issue or refer members to the appropriate department/ staff member.
Accept inbound member calls from the Account Specialist queue and performs outbound calling as needed (65%).
Identify cross-sell opportunities by asking questions and refers members to the appropriate employee and/or business partners to deliver those products and services. Answers questions about product details and services; the credit union and issues with accounts for members (10%).
Process PBI queue Contact/Service events (10%).
Respond to BANNO conversations in an accurate and professional manner (5%).
Cross trains on other duties that employees of the Contact Center perform (5%).
Perform other related duties as assigned (5%).