Contact Center Agent II

PRIMARY OBJECTIVE OF POSITION

Delivering an exceptional member experience by efficiently handling high-volume inbound calls and digital inquiries, resolving member issues accurately, and completing transactions in real time. Utilize strong product knowledge and effective questioning to identify member needs, provide appropriate solutions, and promote relevant credit union products and services during each interaction.

ESSENTIAL JOB FUNCTIONS

• Assist Members Contacting the Credit Union by Telephone/Email.
• Process member transactions via telephone request.
• Process Change of Terms for qualifying members.
• Provide information/research to members on overall account and/or service inquiries.
• Proactively identifying opportunities to cross-sell and up-sell beneficial products and services
• Ensure member is properly charged for services rendered.
• Process wires and various transactions.
• 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, payments, 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, CD Modifications and Openings, quote loan payoff’s, IRA’s, etc.
• Promotes CU products and cross sells additional products to meet the members’ needs.
• Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals.
• First Call Resolution Oriented.
• Identify members that have an upcoming loan pay off or CD maturity date in order to advise members of current rates and promotions in effort to retain money or bring in new money.
• POA Inquiries, Address Trust or Estate Related Questions
• Provisional Credit (fees) Decisions for pending disputes
• Process courtesy fee credits for confirmed fraud /dispute resolutions
• Ability to make real time decisions.
• Check Hold Releases
• 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), Anti-money 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.