Member Contact Center Agent – On-Site (Montgomery, AL) at ASE Credit Union in Montgomery, AL, USA

Job description

• Receives incoming calls and respond to members questions and/or requests. Presents additional products, services or resources to the members. Provides direct support services and resolves issues for the members or connects them with the appropriate team member for assistance.

Responsibilities

• 35%
• Answer incoming calls, determines the needs of the caller and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.
• 25%
• Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions) to assure member's needs are addressed in a polite and friendly manner.
• 15%
• Resolving member issues and escalating when needed to the appropriate staff member.
• 15%
• Identify products/services that might be beneficial to and provides information about their value and benefit.Cross-sell Call 24, online banking, and bill pay services and assist members in setting up online banking enrollment and understanding the e-statement process.
• 5%
• Comply with all company policies, procedures, and service standards. Comply with all applicable laws and regulations.
• 5%
• All other job responsibilities as assigned by management

Requirements

• Experience
• Six months to one year of customer service experience. * A college degree will satisfy the requirement for 2 years of experience required.
• Education/Certifications/Licenses
• High school degree or GED required.
• Interpersonal Skills
• A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. Ability to communicate information of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating, and/or advising others on matters of significance. Ability to develop and foster strong working relationships with team members and members to ensure we are achieving the overall mission and vision of the credit union. Incorporate core values into daily activities and decisions.
• Other Skills
• Must be bondable. Strong written and oral communication skills. Time management skills. Ability to prioritize and multitask. Logic and reasoning skills. Attention to detail. Microsoft Office.

Skills

Required

• Must be bondable.
• Time management skills.
• Ability to prioritize and multitask.
• Logic and reasoning skills.
• Attention to detail.
• Microsoft Office.