Contact Center Agent I

RALLY CREDIT UNION•McAllen, TX

4d•Onsite

About The Position

Serving members operational and financial needs and questions via telephone/web inquiries. Responsible for cross selling all credit union services and identifying services to meet member needs.

Requirements

High School Diploma or GED required
Requires one (1) year of experience in a financial institution (FI) or one (1) year customer service
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must have a strong ability to read and carry out various written instructions and follow oral instructions.
Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines/ requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters

Nice To Haves

Any amount of financial or contact center experience is preferred
Bilingual preferred

Responsibilities

Assist Members Contacting the Credit Union by Telephone/Email.
Process member transactions per telephone request.
Handles tier one queue calls
Provide information/research to members on overall account and/or service inquiries.
Ensure member is properly charged for services rendered.
Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc.
Promotes CU products and cross sells additional products to meet the member’s needs.
Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals.
Record details of member comments, inquiries, complaints and actions into appropriate workflow software.
Follow Current Policies and Procedures as Set by the Board of Directors.
Comply with financial industry Rules and Regulations as required by law.
Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
Responsible for completing BSA/AML compliance training annually.
Other Duties as Assigned