Contact Center Agent I

Freedom First Credit Union•Roanoke, VA

35d

About The Position

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.

Requirements

Six months to two years of Call Center or related experience.
A high school education or GED.
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.
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.

Responsibilities

Available to accept inbound member calls from the Account Specialist queue and performs outbound calling as needed.
Identifies 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.
Process PBI queue Contact/Service events.
Respond to BANNO conversations in an accurate and professional manner.
Cross trains on other duties that employees of the Contact Center perform.
Perform other related duties as assigned.

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