Call Center Agent

Operations Center
2375 Cherahala Blvd
Knoxville, TN 37932, USA

Operations Center
2375 Cherahala Blvd
Knoxville, TN 37932, USA

Reports to: Assistant Manager, Member Engagement

Starting Wage: $17.00 per hour

ESSENTIAL FUNCTIONS

• Correctly process all types of member financial transactions via PTMs including deposits, withdrawals, loan payments, transfers, and check cashing. Accurately receive, inspect, and verify cash and negotiable instruments in accordance with established policies and procedures.
• Accurately assist members and potential members via phone, email, and/or chat including questions about products and services, basic account functions, debit card usage, online banking, mobile banking, and bill pay.
• Ensure transactional and informational accuracy .
• Perform basic credit card/debit card maintenance including activation and status updates, within channel limitations.
• Process member transactions received via mail.
• Image documents to Synergy.
• First call resolution by taking ownership of member issues and problems by either resolving them personally or facilitating a resolution through the appropriate employee or department.
• Exceed or maintain an acceptable score on the Quality Assurance Scorecard. Achieve Key Performance Indicator goals.
• Regular and predictable attendance.
• Perform additional job-related duties as assigned.

EDUCATION/ EXPERIENCE

• One year to two years of similar or related experience.
• A high school education or GED.

OTHER

SKILLS AND ABILITIES

• Ability to accurately process account entries/transactions and construct basic professional and grammatically correct correspondence. Ability to speak effectively to members and employees of the organization. Ability to read and interpret basic forms and documents, operating and maintenance instructions, and procedure manuals.
• Ability to add, subtract, multiply, and divide in all units of measure using whole numbers, fractions, and decimals. Ability to compute rate, ratio, and percentages.
• Ability to apply reasonable understanding to carry out instructions furnished in written, oral, or diagram form. Ability to perform duties using multiple system simultaneously.
• Maintains a positive attitude with employees and members and remains flexible while focused on accepted practices, policy, productivity, and effectiveness.
• Position requires sitting for extended periods; use hands and fingers, handle or feel; reach with hands and arms; talk or hear. Must be able to speak and hear distinctly, specific vision abilities required by this job include: close vision, color vision, and ability to adjust focus.
• Ability to work in a fast-paced environment involving mild to moderate stress levels associated with the performance of the job duties as described.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

PERFORMANCE MEASUREMENTS:

• Within established levels of authority, process member's financial transactions, resolve problems, and answer questions regarding Y-12 FCU products and services.
• Actively participate in branch/department and staff meetings in order to maintain awareness of organizational issues and promotional campaigns. Remain current on changes in policies, procedures, compliance and product development.
• Maintain willingness and flexibility to work in shifts to accommodate the extended operating hours and business needs of the Teller center. Maintain a dependable record of attendance and timeliness.
• To answer the call promptly and within established guidelines.
• Attend continuing education classes to enhance job knowledge and performance in order to provide exceptional service to internal and external members. Take initiative for personal career development and seek opportunities to learn new skills.

SERVICE STANDARDS:

• Own the Issue
  • Build confidence that you will help through your words and actions.
  • Minimize the team/member’s effort.
• Personalize the Experience
  • Show that you care about the person and the issue.
  • Adapt to the team/member’s pace, style, and emotional tone.
• Be present in the conversation to avoid sounding mechanical.
• Understand, then Solve
  • Aim for one-call resolution.
  • Address the underlying issue vs. just the request.
  • Be crystal clear on next steps.
• Be Curious to Exceed Expectations
  • Pick up on cues and clues indicating other needs.
  • Engage in conversation to discuss broader needs.
  • Help the member access additional resources, products, and services to gain more value.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds.

Specific…