Call Center Services Agent II Position Available In Anderson, Tennessee
Tallo's Job Summary: The Call Center Services Agent II position at ORNL Federal Credit Union in Oak Ridge, TN offers a full-time role with an estimated salary range of $34.8K - $41.7K a year. The job requires 3 years of customer service experience, including 1 year in a call center setting, along with a high school diploma or GED. Responsibilities include assisting members with inquiries, providing timely and professional customer service via phone, chat, and email, troubleshooting member issues, and directing calls appropriately. This role also involves maintaining member confidentiality, identifying opportunities to refer digital banking services, and actively engaging in team activities. The deadline to apply for this opportunity is May 19, 2025.
Job Description
Call Center Services Agent II ORNL Federal Credit Union – 3.5
Oak Ridge, TN Job Details Full-time Estimated:
$34.8K – $41.7K a year 1 day ago Qualifications Live chat Software troubleshooting Customer service Call center Mid-level 3 years High school diploma or GED Computer skills Communication skills Full Job Description The deadline to apply for this opportunity is May 19, 2025. To assist members and potential members with their telephone, chat and/or email requests. Explains services, responds to problems, offers additional products/services, and directs calls to the appropriate recipient. Provides support and limited overrides for general member issues to support the member experience.
Essential Functions and Responsibilities :
Assists members and potential members with inquiries by providing accurate, courteous, timely and professional phone, chat and/or email service. Answers questions about products and services, and processes member transactions. Directs requests to the appropriate recipient. Troubleshoots and works to resolve member issues independently. Takes escalated calls as needed and escalates member calls that are more complex and require additional research. Provides basic account/product related overrides to expedite member service. This includes account dormancy, restricted accounts, and penalty postings. Maintains security and compliance for member confidentiality. Follows member authentication procedures, ensuring information is not exchanged via any channel without the appropriate level of validation. Immediately escalates suspicious calls and/or circumstances to management or senior Call Center agents. Demonstrates and identifies opportunities to refer products and services that allow members to conveniently access account information digitally. This includes digital banking, alerts, and a variety of payment options. Interacts with others in a team oriented environment and actively engages in team activities, meetings, and training. Performs other job related duties as required.
Experience :
Three or more years of customer service related experience required. One of more years of call center experience required.
Education :
A high school diploma or GED. Other skills required : Strong computer skills and ability to respond quickly and accurately to member communications. Can perform basic troubleshooting related to keyboard, headset, and software connectivity. Proficient in chat, text, and email functionality. Demonstrates appropriate professional communication skills . Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
