Contact Center Service Agent

Fortera Federal Credit Union•Clarksville, TN

21h•$17 - $20•Hybrid

About The Position

The Contact Center Service Agent provides exceptional service to current and prospective credit union members, primarily through remote channels such as phone, email, chat, and secure message. The role delivers personalized banking services through needs fulfillment, problem resolution, effective communication, and member education. The agent handles account inquiries and transactions, resolves issues, explains appropriate products and services, and supports members in using remote services. The position also requires compliance with credit union policies, procedures, and applicable regulations; participation in training and community events; and care of the work area and company-issued equipment. The role may be performed remotely with a sufficient home internet connection, but the employee must be able to work at any Credit Union location when needed.

Requirements

High school diploma or equivalent.
At least one year of customer service experience.
Ability to work a flexible schedule covering all Contact Center operating hours, including weekends.
Ability to develop working knowledge of credit union products and services, practices and guidelines, standard operating procedures, and state and federal regulations.
Ability to accurately assess cultural environments and demonstrate emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
Excellent organizational, administrative, and attention-to-detail skills.
Excellent problem-solving skills and an outgoing, solutions-oriented personality.
Excellent oral and written interpersonal and communication skills.
Ability to work cooperatively with others and independently, as part of a team, and while handling multiple tasks in a fast-paced environment.
Ability to meet deadlines and maintain an effective and efficient workflow.
Ability to work well under pressure while maintaining a professional image of the Credit Union.
Regular and predictable attendance.
Ability to work at any Credit Union location, including locations with extended hours, Saturdays, or holidays.
Ability to telecommute with a sufficient home internet connection.
Ability to use a PC, related software applications, a telephone queue system, and standard office equipment.
Professional dress, appearance, and attitude.
Ability to perform sedentary work, sitting most of the time, and exert up to 10 pounds of force occasionally.
Finger dexterity for small movements such as typing; ability to speak and convey detailed information, hear ordinary conversations, and perform work requiring average visual acuity.
Ability to apply common-sense understanding to detailed but uninvolved instructions and handle problems involving a few variables.
Ability to perform basic arithmetic and money calculations.
Ability to read and understand written material, write complex sentences with proper punctuation, and communicate in complex sentences with good vocabulary.

Nice To Haves

Six months of experience in a financial institution and/or call center.
Prior experience with Symitar, Adapt Phone System, and Microsoft Office Suite products.
Fluency in both English and Spanish, verbally and in writing.
Preference for working in organizations that prioritize personal humility, diversity, inclusion, equity, teamwork, and collaboration.

Responsibilities

Assist members with account inquiries and transactions through phone, email, chat, and secure message.
Process member services such as funds transfers, stop payments, check orders, debit card orders, phone payments, payroll deduction changes, military allotments, direct deposits, wire transfers, research, and fraud or dispute documentation.
Troubleshoot online banking and debit card issues and provide long-term problem-resolution solutions.
Identify member and prospective-member needs and educate them about appropriate products and services.
Promote the use of remote services for member convenience.
Address member concerns tactfully and effectively, identifying and presenting solutions to difficult situations.
Process verifications of deposits and accounts for other financial purposes after confirming member authorization.
Manage time to assist as many members as possible while maintaining high service quality.
Follow credit union policies and procedures and quote loan payoffs according to Consumer Loan Department guidelines.
Conduct follow-up contact as needed to confirm resolution and member satisfaction.
Create positive member experiences by exceeding member expectations.
Prepare written communications.
Complete required compliance training and comply with applicable regulations, including Bank Secrecy Act requirements.
Attend and participate in required trainings, meetings, and committees.
Participate in community and civic events to promote awareness of the Credit Union.
Keep the work area and company-issued equipment clean, secure, and well-maintained.
Perform other duties as assigned by management.