Contact Center Agent II

Summary

PRIMARY OBJECTIVE OF POSITION

Serving members operational and financial needs and questions via telephone/web inquiries.  Cross sells all credit union services.

ESSENTIAL JOB FUNCTIONS

• Assist Members Contacting the Credit Union by Telephone/Email.
• Process member transactions per telephone request.
• Provide information/research to members on overall account and/or service inquiries.
• Ensure member is properly charged for services rendered.
• Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc.
• Promotes CU products and cross sells additional products to meet the member’s needs.
• Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals.
• Record details of member comments, inquiries, complaints and actions into appropriate workflow software.
• Follow Current Policies and Procedures as Set by the Board of Directors.
• Comply with financial industry Rules and Regulations as required by law.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• Other Duties as Assigned 

RELATIONSHIPS AND CONTACTS

Supervise Approximately:  None 

Reports To:  Contact Center Manager

Contacts:  Extensive daily telephone contact with members and frequent contact with other departments.

Requirements

EDUCATION

• High School Diploma or GED

EXPERIENCE

• 2 years of financial institution experience with 1 year in a contact center, or 2 years in a contact center with 1 year in financial institution.
• Bilingual preferred.

PHYSICAL

• Physical requirements are minimal, but position involves wrist/hand manipulation and sitting for long periods of time. 
• Must be able to speak clearly and hear effectively in order to assist members over the telephone.
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.

MENTAL

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters

EQUIPMENT

• Personal computer with windows environment, copy machine, calculator and scanner.

I acknowledge that I have received, read, and understand this Job Description.  I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation.  I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status.  I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.