Member Care Agent

Delta Community Credit Union•Atlanta, GA

7d•Hybrid

About The Position

The Member Care Agent provides quality assistance to members through telephone and secure email channels. The role serves as a central contact for financial services, including membership applications, new accounts, loans, and services associated with Delta Community products. Agents assess members’ needs, answer account questions, and recommend relevant products and services, such as checking accounts, credit cards, deposit products, and consumer loans. The position is accountable for meeting production and quality expectations while developing member relationships through measurably superior customer service. This role requires a full-time schedule with shifts falling between 7 a.m. and 8 p.m. Schedules may include evenings, weekends, rotating Saturdays, some holidays, and work from home. After training, a new team member may be assigned a shift substantially different from the training schedule, potentially including every Saturday and no two consecutive days off until the next shift bid. Employees may bid for another available shift after completing new-hire training and three scorecards. Work-from-home opportunities may be offered depending on performance and departmental needs.

Requirements

Legally authorized to work in the United States without requiring employer sponsorship now or in the future.
High school diploma or equivalent.
At least 1 year of customer service and/or sales experience.
Provide consistent, courteous, and positive member service.
Effective interpersonal skills, including strong verbal and written communication.
Ability to multitask in a fast-paced and diverse environment.
Sales- and goal-oriented.
Strong organizational and time-management skills.
Proficiency with Microsoft Office tools, email, and internet navigation.
Strong broadband connection, including 20-megabit internet service.
Comply with and maintain departmental Work At Home guidelines.
Detail-oriented and able to work with minimum supervision.
Knowledge of customer service principles and practices.
Promote a collaborative, cooperative, and productive working environment.
Ability to perform essential job functions, including sitting approximately 8 hours per day.
Knowledge of credit union products, services, systems, policies, and procedures.
Comply with Credit Union policies and procedures, including those related to the Bank Secrecy Act.

Nice To Haves

Bachelor’s degree in Business or a related field.
At least 2 years of customer service and/or sales experience.
At least 1 year of contact center experience.
At least 1 year of experience in a financial sales and service environment.
Knowledge of contact center performance metrics.

Responsibilities

Provide high-quality service using listening skills, empathy, confidence, and professionalism to support member satisfaction.
Follow member verification policies and procedures.
Use online support tools and multiple platforms or departmental contacts to research information, resolve member issues, and maintain accurate notes.
Respond to inquiries about member accounts, including balances, transfers, payment processing, opening additional accounts for existing memberships, referrals, and product cross-selling.
Respond to secure mail as assigned.
Assist a high volume of members through incoming service channels and transition efficiently between calls.
Meet production and quality expectations, including average talk time, hold time, after-call work, quality assurance, and schedule adherence.
Log in and out of systems promptly and maintain accurate time records.
Maintain proficiency in deposit, loan, and other ancillary products.
Update job knowledge by studying new product descriptions and participating in educational opportunities.
Maintain a positive outlook and professional behavior.
Practice safety-conscious behaviors in operational processes and procedures.