Contact Center Agent II

RALLY CREDIT UNION•McAllen, TX

1d•Onsite

About The Position

The primary objective of this position is to serve members' operational and financial needs and questions via telephone/web inquiries and to cross-sell all credit union services. Essential job functions include assisting members contacting the Credit Union by telephone/email, processing member transactions, providing information and research on accounts and services, ensuring proper charges for services, and being knowledgeable about all credit union services and products (savings, checking, loans, electronic services, wires, stop payments, debit card issues, statements, checks, cross account transfers, term shares, check orders). The role also involves promoting and cross-selling products, contributing to department and credit union goals by handling high contact volumes, recording member interactions in workflow software, following current policies and procedures, complying with financial industry rules and regulations (including Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD)), and completing annual BSA/AML compliance training.

Requirements

High School Diploma or GED
2 years of financial institution experience with 1 year in a contact center, or 2 years in a contact center with 1 year in financial institution.
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

Bilingual preferred

Responsibilities

Assist Members Contacting the Credit Union by Telephone/Email.
Process member transactions per telephone request.
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