Contact Center Service Agent

Telhio Credit Union • Columbus, OH

6d

About The Position

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity. Position Summary: The Contact Center Service Agent is a convenient primary point of contact for our members. They are the voice of Telhio representing Telhio during all phone interactions. They create and maintain a welcoming and friendly environment at all times while assisting members and potential members over the phone. They provide members with products and services to best suit them to build lasting relationships and increase products per member. They are problem solvers and solutions specialists who may also conduct various transactions. They also uphold and embody Telhio Core Values Caring, Commitment and Integrity.

Requirements

• High school graduate or G.E.D
• Listening to and Reading people
• Time Management
• Flexibility relative to Work Schedule and Willing to Work Overtime and some Weekends
• Effective communication skills (oral and written)
• Ability to operate computer terminal and phone system
• Ability to Achieve Positive Outcomes with Upset/Anxious members
• Telhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background

Nice To Haves

• Knowledge of Products & Services, Process Procedures, Documentation, and Cisco Agent Phone System

Responsibilities

• Utilizes proper phone etiquette throughout the duration of the call.
• Answer Queue quickly (within 30 seconds) to meet team Service Level goal.
• Answer and handle 90% of calls being sent per individual agent.
• Process Financial Transactions/ Account Dispute Resolution for Members: Check Holds, Transfers, Loan Payments, Visa Payments, Open and Redeem CD's, Pin Resets, Stop Pays, Close Accounts, Corporate Checks, IRA Contributions and Distributions, Shared Branching Overrides, End of Day Balancing, Research and Resolve Account Disputes.
• Assist members with ATM and Debit/ Credit Card complications.
• File Maintenance of Accounts Payoff Request.
• Open and Close Accounts.
• Written Correspondence (Email/Chat/Secure Messages).
• Quality Assurance (Call Monitoring).
• Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call.
• Offered a product/service or investment/ Mortgage Referral.
• Demonstrates active listening and uses effective questioning skills to gather members used.
• Displays solid understanding of credit union products, sounding clear and confident throughout the entire call.
• Contributes toward achieving Contact Center Goals & Objectives.
• Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicable.

Benefits

• Competitive pay
• Benefits: several medical plan options, dental, free vision, free life and free disability insurance
• Matching and immediately vested 401(K) plan
• Generous schedule for paid holidays, vacation and personal time for a healthy work-life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED