Contact Center Agent I

RALLY CREDIT UNION•McAllen, TX

10h•Onsite

About The Position

The Contact Center Agent I serves credit union members by responding to operational and financial questions through telephone and web inquiries. The role processes member transactions, researches account and service inquiries, explains credit union products and services, and identifies opportunities to cross-sell services that meet member needs. The agent contributes to department goals by handling high contact volumes, documenting member interactions in workflow software, and following applicable credit union policies and financial industry regulations, including BSA/AML-related requirements.

Requirements

High school diploma or GED.
At least one year of experience in a financial institution or one year of customer service experience.
Ability to work independently or with limited supervision and effectively as part of a team.
Ability to read and carry out written instructions and follow oral instructions.
Clear communication skills and the ability to deliver information in a logical, understandable sequence.
Ability to handle diverse personalities calmly and professionally, demonstrate strong customer service, and use discretion when dealing with the public.
Ability to maintain composure under deadlines, accuracy and quality demands, and a fast-paced workload.
Ability to handle multiple, simultaneous, and changing priorities.
Ability to exercise discretion with confidential internal and external matters.
Ability to speak clearly and hear effectively for telephone assistance.
Ability to perform wrist and hand movements and sit for extended periods.
Close vision for frequent viewing of computer monitors and documents.

Nice To Haves

Any amount of financial or contact center experience.
Bilingual ability.

Responsibilities

Assist members who contact the credit union by telephone or email.
Process member transactions requested by telephone.
Handle tier one queue calls.
Provide information and research regarding member accounts and services.
Ensure members are properly charged for services rendered.
Explain credit union products and services to members and potential members, including savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions and issues, statement and check copies, cross-account transfers and setup, term shares, and check orders.
Promote credit union products and cross-sell additional products to meet member needs.
Handle high contact volumes and help the department meet Contact Center goals.
Record member comments, inquiries, complaints, and actions in the appropriate workflow software.
Follow policies and procedures established by the Board of Directors.
Comply with financial industry rules and regulations required by law.
Follow applicable compliance requirements, including BSA, AML, OFAC, CIP, and MDD requirements relevant to the job.
Complete annual BSA/AML compliance training.
Perform other duties as assigned.