Contact Center Agent
Contact Center Agent
Contact Center Agent
The Contact Center Agent builds, develops and fosters great member relationships. They answer incoming calls, respond to inquiries, troubleshoot issues/problems, process requested transactions and provide general information. Must be knowledgeable and able to communicate the credit union’s current policies and procedures. They must maintain a professional demeanor/attitude and project such through any communication with the member. Contact center agents will provide members with product terms and features or answers to questions about a service. Contact center agents are scheduled during operating hours, including Saturdays. The individual must have the desire and passion to grow and continually learn in an ever-changing financial and operational environment.
Responsibilities
- Treat all members in a courteous and professional manner.
- Handle incoming and outgoing calls while maintaining member confidentiality.
- Generate member interest in the services or products offered and make product recommendations where appropriate.
- Provide personalized member service by responding to the needs of the member including but not limited to retrieving check copies, process/order plastic cards, retrieve statement copies, process transfer/payment requests.
- Manage and update member databases with important information for each member.
- Resolve member conflicts and conduct research as needed.
- Process and complete all functions concerning Online Banking, Mobile Banking, SWBC payments and Bill Pay.
- Route calls to appropriate resources and complete call logs and notes in a timely manner.
- Process returned mail.
- Answer questions and inquires from prospective members in order to grow the credit union.
- Participate in training opportunities provided to keep job knowledge up to date.
- Accomplishes sales and organization mission by completing related results as needed.
- Completes other duties as assigned.
Qualifications
Required:
- One year of experience in a customer service position
- Excellent phone skills including verbal communication and listening skills
- Ability to multitask and has an attention to detail
- Must work well in a team environment
- Excellent computer skills
- Strong verbal and written communication skills
Preferred:
- Previous experience in financial institution
- The ability to communicate in Spanish
- Knowledgeable of Fiserv XP2 Core processing system and ancillary application systems
Pay and Benefits: This is a full time in person position with a pay range of $16-$18 per hour with possibility for overtime and bonus. Benefits include medical, dental, vision, life and AD&D insurance, voluntary short term disability insurance, 11 paid holidays, paid time off based on years of service, and a 401(k) plan with employer match available.
Please send your application and resume to:
- Har-co Credit Union
Attn: Human Resources
30 N Hickory Avenue
Bel Air, MD 21014 - or email to: dianew@harcocu.org
- or fax to: 410-803-2449
Attn: Human Resources
No phone calls please.
Har-co Credit Union is a federally insured credit union located in Bel Air, Maryland, with two additional branches in Abingdon and Aberdeen. Har-co is committed to providing a positive work environment for its employees and hiring the best to serve our members. Har-co always welcomes new applications and resumes to keep on file. Har-co Credit Union is an Equal Opportunity Employer