Contact Center Agent

Together Credit Union•Saint Louis, MO

15h•Hybrid

About The Position

The contact center agent is responsible for assisting members in all assigned phases of savings and lending functions, and exceeding referrals and sales goals. This position requires knowledge of system and back-office operations in all areas of electronic delivery to include online access, bill payment, mobile access, deposit, phone, online account opening, single sign-on, and broadcast email delivery.

Requirements

High school diploma
Knowledge of applicable regulatory environments to include the Patriot Act, Office of Foreign Assets Control (OFAC), Bank Secrecy Act, etc.
Knowledge of financial institution specific software and processes.
Regular and reliable attendance.
Strong oral and written communication skills.
Strong problem-solving skills.
Strong customer service orientation.

Nice To Haves

Two (2)+ years of related professional experience

Responsibilities

Adhering to Credit Union compliance protocols, answers incoming calls, determines the needs of the caller, and prioritizes minimizing the caller’s time and effort in resolving their concern
Identifies referral options to locate new or existing members for loans, staying abreast on financial products and services to meet sales goals
Performs teller functions for members to include transferring funds between accounts and/or loans, stopping payments, closing, and reordering debit cards, providing balances, reissuing, and resetting pin numbers, and processing loan or credit card payments; assures member’s needs are addressed in a polite and friendly manner
Identifies products and services to benefit members and provides information about their value; educates members by demonstrating a high-level of knowledge and understanding regarding features and benefits of products and services
Opens and maintains all member related accounts, member deposits, and service-related accounts
Cross-sells virtual branch and bill pay services and assists members in setting up virtual branch enrollment and understanding the e-statement process
Assists other departments and branches with transactions as needed; provides support for the collections department and branch managers in fulfilling customer requests and merchant verifications
Assists members and branch staff with any cardholder inquiries or problems
Maintains responsibility for properly authenticating members with out-of-wallet security questions prior to resetting access for or completing transaction requests on members’ accounts
Promotes a positive relationship between the members (internal and external) and the Credit Union and understands that service delivery to members is the number one priority of the Credit Union
Maintains compliance with applicable laws and regulations to protect the Credit union from fraud and loss