Contact Center Agent - On Site

SRP FEDERAL CREDIT UNION•North Augusta, SC

2d•$18 - $22•Onsite

About The Position

Under the direction of the Contact Center Assistant Manager, assist members and potential members over the phone by promptly receiving and handling inbound member service and loan calls. Provides efficient, broad-based, knowledgeable and courteous service to maximize the number of incoming calls handled while minimizing the abandon call rate. Work under immediate supervision. Primary job functions do not typically require exercising independent judgement.

Requirements

High School Diploma or General Education Degree (GED); 2 or more years financial institution or call center related experience; or equivalent combination of education and experience.
Great interpersonal and phone etiquette including a pleasant, professional speaking voice
Member focused
Detail oriented and ability to multi-task
Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
Ability to solve problems involving a few concrete variables in standardized situations.
Ability to receive and respond appropriately to coaching and constructive feedback.
Self- motivated individual able to work independently and in a teamwork environment.
To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software.

Nice To Haves

Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software.

Responsibilities

Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit based approach".
Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
Provide outstanding member service via phone and email with enthusiasm and professionalism; successfully address member accounts.
Assist members and potential members with account and product questions.
Assist member and potential members with online account openings, seeing the process through from application to closing.
Responsible for communicating the problems and subsequent solutions to phone unit team members.
Responsible for consistently meeting Contact Center goals and Key Performance Indicators.
Serves as liaison between the member and other credit union employees, processes and procedures.
Recognizes service successes and failures and provides continual feedback to Phone Center Manager in the interest of maintaining and improving overall member service delivery procedures. This includes, but is not limited to evaluating existing policies, procedures, products and services, and technology.
May be assigned other tasks by appropriate line supervision.