Fulfillment Agent

Fortera Federal Credit Union•Clarksville, TN

8h•Hybrid

About The Position

The Contact Center Fulfillment Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services through the various forms of remote delivery channels, including phone, email, chat, text, secure message, and video. The Contact Center Fulfillment 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.
Accurately assesses cultural environment, exhibiting emotional intelligence and appropriate sensitivity while maintaining individuality and authenticity.
Excellent organizational, administrative, and attention-to-detail skills.
Excellent problem solving skills.
Must possess an outgoing, solutions-oriented personality.
Excellent interpersonal and communication skills (oral & written)
Able to work in a cooperative manner with others.
Able to use a PC, related software and standard office equipment.
Able to meet deadlines and maintain an effective and efficient workflow.
Professional dress, appearance, and attitude
Must have the ability to work independently, as a team, and handle multiple tasks in a fast-paced environment
Able to maintain an effective and efficient workflow.
Must be able to work-well under pressure while always promoting a professional image of the Credit Union
Regular and predictable attendance.
Able to work extended hours, holidays or Saturdays.

Nice To Haves

Minimum of 6 months financial industry and/or call center experience preferred.
Prior experience with the following applications preferred but not necessary: Symitar, Glia Phone System.
Fluency in English and Spanish (oral and written) preferred.

Responsibilities

Assists members with account inquiries and transactions via all remote delivery channels; phone, email, chat, text, secure message, and video.
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, processing wire transfers, completing research and preparing fraud and dispute documentation.
Reviews and processes online account requests.
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 or service.
Evaluates member’s needs with the purpose of proactively educating members on appropriate financial products and services.
Educates and promotes the use of different remote services for member convenience.
Addresses all member concerns professionally and effectively while identifying and presenting ways to resolve difficult situations.
Processes verification of deposits and verification of accounts for other financial purposes, after insuring 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 timely 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.
Attends and participates in all meetings, trainings and committees as required.
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.
Ensures that work area is clean, secure and well-maintained.
Performs other duties as assigned by management.