Member Support Agent, Phones

University of Illinois Community Credit Union•Champaign, IL

11d•$21 - $21•Hybrid

About The Position

The Phone Agent is a financial mentor that listens to our members' needs. Phone Agents look out for our members' best interest and offer solutions to improve their financial life. The Agent will expertly represent UICCU and form professional relationships with our members.

Requirements

Three years to five years of similar or related experience.
A high school education or GED.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Responsibilities

Build member loyalty.
Provide solutions for internal and external members.
Build and maintain product knowledge, so they may assist members with financial needs.
Focus on compliance and security.
Consistently provide outstanding service focusing on member service and member loyalty skills.
Efficiently serve members to ensure timely and quality service.
Consistently identify the needs of members and recommend appropriate Credit Union solutions in order to build member loyalty and meet or exceed organizational goals.
Assist members with account needs, answer questions about products and services, and resolve problems that are within their authority to resolve.
Refer problems that are beyond their authority to appropriate team members along with their recommendations.
Own internal and external member concerns, issues, and complaints, and ensure the appropriate follow up to achieve proper resolution.