Contact Center Service Agent

Fortera Federal Credit Union•Clarksville, TN

4d•Hybrid

About The Position

The Contact Center Service Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services primarily through the various forms of remote delivery channels including phone, email, chat and secure message. The Contact Center Service Agent serves members through a combination of needs fulfillment, problem resolution, effective communication, and member education.

Requirements

High School diploma or equivalent.
One or more years’ experience in Customer Service.
Able to accurately assess the cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
Preference for working in organizations that place priority on personal humility, diversity, inclusion, equity, teamwork and collaboration.
Excellent organizational, administrative, and attention-to-detail skills
Excellent problem-solving skills with an outgoing, solutions-oriented personality.
Excellent interpersonal and communication skills (oral & written)
Able to work in a cooperative manner with others.
Able to use PC, related software applications, telephone queue system, and standard office equipment.
Professional dress, appearance, and attitude
Able to work independently, as a team, and handle multiple tasks in a fast-paced environment
Able to meet deadlines and maintain an effective and efficient workflow.
Able to work-well under pressure while always promoting a professional image of the Credit Union.
Regular and predictable attendance.
Able to work at any Credit Union location that may include extended hours, Saturdays, or holidays.
Able to telecommute with sufficient home internet connection.

Nice To Haves

Six months experience in a financial institution and/or Call Center preferred.
Prior experience with Symitar, Adapt Phone System, and Microsoft Office Suite products preferred.
Fluency in both English and Spanish (verbal and written) preferred.

Responsibilities

Assists members with account inquiries, and transactions via all remote delivery channels, phone, email, chat and secure message.
Performs a variety of services for members including, but not limited to processing funds transfers, troubleshooting and resolving online banking and debit card issues, stop payments, check orders, ordering debit cards, accepting phone payments, changing payroll deductions, military allotments and direct deposits, processing wire transfers, completing research and preparing fraud and/or dispute documentation.
Troubleshoots and provides long-term problem resolution solutions to members.
Identifies and evaluates the needs of members and potential members and educates them on the appropriate product and/or service.
Educates and promotes the use of different remote services for member convenience.
Addresses all member concerns tactfully and effectively while identifying and presenting ways to resolve difficult situations.
Processes verification of deposits and verification of accounts for other financial purposes, after ensuring proper member authorization to release information is obtained.
Uses time management skills to maximize the number of members that can be assisted while maintaining a high level of member service.
Upholds credit union policies and procedures
Quotes loan payoffs based on the established Consumer Loan Department guidelines.
Conducts follow-up contact as needed to ensure resolution and member satisfaction.
Creates memorable and positive experiences with every member interaction by consistently going above and beyond our member’s expectations.
Proficient in preparing written communications.
Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include Bank Secrecy Act compliance.
Attends and participates in all required trainings, meetings and committees.
Participates in community and civic events to promote awareness of the Credit Union in the community.
Ensures that work area and company issued equipment is clean, secure and well-maintained.
Performs other duties as assigned by management.