Contact Center Agent I

PRIMARY OBJECTIVE OF POSITION

Serving members operational and financial needs and questions via telephone/web inquiries. Responsible for cross selling all credit union services and identifying services to meet member needs.

ESSENTIAL JOB FUNCTIONS

• Assist Members Contacting the Credit Union by Telephone/Email.
• Process member transactions per telephone request.
• Handles tier one queue calls
• 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: Daily telephone contact with members and frequent contact with other departments.