Call Center Agent

Job Title

This position requires excellent public relation and communication skills, a high level of professionalism, and a full understanding of America First products and services.

This position requires adaptability as employees are required to keep up to date on compliance policies to ensure all transactions are completed within regulatory guidelines.

Responsibilities:

• Assumes responsibility for the effective and professional performance of member service functions.
• Receives member telephone questions and concerns in a professional manner. Researches and resolves concerns promptly and professionally.
• Provides information to members on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings, etc.
• Provides courtesy rebates requested by Branches or members, within limits.
• Assumes responsibility for establishing and maintaining effective, professional business relations with members.
• Receives member calls, questions, and complaints. Resolves member requests and questions promptly and courteously.
• Keeps members informed of Credit Union services and policies.
• Maintains and projects the Credit Union's quality reputation.
• Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and Management.
• Assists area personnel as needed.
• Communicates with area personnel and Management regarding activities and significant problems.
• Completes required stats and records accurately and promptly.
• Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
• Actively and professionally cross-sells Credit Union products and services.
• Keeps work area clean and well-maintained.
• Assists area personnel as necessary.

Training/

Education/Certification:

• High school graduate or equivalent.

Required Knowledge:

• Thorough knowledge of member services and products.
• Understanding of Credit Union Teller processes, bookkeeping procedures, and computer system applications.

Experience

Required:

• 1-3 years experience in a full service financial institution (preferred).

Skills/Abilities:

• Excellent communication and public relations skills.
• Professional appearance, dress, and attitude.
• Strong problem solving skills.
• Ability to operate related business equipment including 10-key, telephone, and computer.
• Solid math and bookkeeping abilities.