Contact Center Agent Position Available In Aiken, South Carolina

Contact Center Agent 3.7 3.7 out of 5 stars 1070 Edgefield Rd, North Augusta, SC 29860 Pre-employment background checks, such as criminal reports, credit reports, and drug tests, will be required. Job offers are contingent on completing all pre-employment background screenings.

Summary:

Under the direction of the Contact Center Manager, assist members and potential members over the phone by promptly receiving and handling inbound member service and loan calls. Provides efficient, broad-based, knowledgeable, and courteous service to maximize the number of incoming calls handled while minimizing the abandoned call rate. Work under general supervision; typically report to a manager. A certain degree of creativity and latitude is required.

Essential Duties and Responsibilities:

Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the “member benefit-based approach”. Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies. May generate reports and/or complete project work as needed. Processing routine to complex member transactions and account maintenance. Offering or recommending products based on member needs. Responsible for consistently meeting Contact Center goals and Key Performance Indicators. Research and resolve routine to moderately complex problems and inquiries. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external members. Participates in regular product training exercises to maintain product knowledge. Answers member questions through phone and email communication. Needs to possess leadership qualities. May be assigned other tasks by the appropriate line supervision.

Supervisory Responsibilities:

There are no supervisory responsibilities with this position. Education and/or

Experience:

High School Diploma or General Education Degree (GED); 3 or more years of financial institution or call center related experience; or equivalent combination of education and experience.

Other Skills:

Great interpersonal and phone etiquette, including a pleasant, professional speaking voice Member focused Detail-oriented and able to multitask Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions Ability to solve problems involving a few concrete variables in standardized situations. Ability to receive and respond appropriately to coaching and constructive feedback.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office software, including Windows, Word, Excel, Outlook Email /Calendar, and Internet Explorer software. Experience with Symitar, Episys, Digital Insight, and system preferred, or PSCU or other core banking software.

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 the job. Regularly required to stand; use hands to finger, touch, or feel, and reach with hands and arms. Frequently required to walk, stand, stoop, kneel, crouch, or crawl. Occasionally required to sit, climb, bend, and balance. Frequently required to lift and/or move up to ten pounds and occasionally lift/or move up to twenty-five pounds. Regularly required to listen and interpret information received through spoken words and sentences in person and by the phone, and accessed via the computer. Regularly required to communicate information and ideas so others will understand both in person, on the phone, and via the computer. Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.