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MUST BE FLUENT IN SPANISH AND ENGLISH SUMMARY The Member Contact Center Service Agent delivers member value thru telephone and/or electronic communication and serves as a primary contact point for members’ service requests. This includes assistance and education in connection with deposit and loan transactions and accounts as well as resolving problems/disputes. This position requires exceptional member service skills, product and service knowledge, attention to detail and adherence to operations policies and procedures. Performance Responsibilities – Complete the following tasks and activities as directed and in accordance with established policies, procedures and processes: • Telephone / Electronic Communication Service – Monitor and professionally answer all incoming agent phone calls and /or electronic communications. • Financial Transactions – Process all financial transactions and service accounts – this includes, but is not limited to general transactions, loan servicing, account maintenance, problem resolution and electronic services such as Bill Pay and on-line account opening support . • Cross-Sales – Identify opportunities for the expansion of the product and service relationship with all members and offer additional appropriate products. This includes additional account relationships as well as other products and services offered by the credit union. • Referrals - Identify opportunities for the expansion of the product and service relationship with all members and refer the member to the appropriate staff who are able to provide that product or service such as loans, deposit accounts or wealth management/investment and insurance services. MINIMUM REQUIREMENTS • High School Diploma or General Education Degree (GED). An Associate’s Degree is preferred. • Minimum two years of work related experience. Work related experience should consist of a background in financial services, retail, or general sales. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be applicable to the financial, retail, or sales industries. • Exhibits a passion and commitment to great member service by consistently delivering the service process to every member of Credit Union ONE. • Work ethic that is consistent with Credit Union ONE Core Values and delivery of the Value Proposition. • Energizing force in the department; someone who likes to lead and sets a high pace of energy, enthusiasm and engagement with other employees and members. • Strong knowledge of credit union data processing systems functions that relate to processing member transactions. • Position may require written and spoken fluency in a foreign language depending on assignment. • Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing and spreadsheet software programs. • Intermediate typing and math skills to meet production needs of the position. • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, read, analyze and interpret documents, understand procedures, write correspondence and speak clearly to members and employees. • Ability to deal with complex problems involving multiple facets and variables in non-standardized situations. • Ability to work with no supervision while performing duties.