Contact Center Agent

ELGA Credit Union (Bay City Location)

Contact Center Agent Department:

Contact Center Location:

Bay City Reports To:

Solutions & Support Manager Classification:

Non-Exempt Role:

The Contact Center Agent is responsible for providing exceptional member service, achieving sales goals, and meeting quality assurance (QA) benchmarks by applying excellent product knowledge, strong problem-solving skills, and a commitment to delivering accurate and thorough assistance to our members.

Essential Functions & Responsibilities:

40%

• Provides outstanding service to credit union members via phone. Effectively addresses member inquiries, concerns, and issues by applying critical thinking skills and providing comprehensive solutions. 20%
• Achieves sales targets by promoting credit union products and services through understanding member needs and recommending appropriate solutions. 20%
• Meet and exceed QA standards by ensuring accuracy, adherence to policies and procedures, and delivering a high-quality member experience 10%
• Stays informed about credit union products and services by using the products and services, participating in ongoing training to enhance product knowledge, and effectively communicate offerings to members. 5%
• Maintains member account information on computer system. 5%
• Performs other related duties as assigned.

Performance Measurements:

1. Maintain Quality Assurance performance 2. Consistently demonstrate product knowledge 3. Consistently achieve sales goals 4. Resolve member issues with complete accuracy 5. To complete and pass Agent I Certification.

Knowledge and Skills:

Experience:

One month to twelve months in a contact center or customer service role

Education:

A high school education or GED.

Interpersonal Skills:

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

Outgoing; Motivated; Must cross sell products and services comfortably over the telephone; Good listening and telephone skills; and computer keyboard; able to make decisions with minimum information. Must have good problem solving skills.

Work Environment:

ELGA CU is a hybrid in-person/remote workplace that fosters a fun collaborative work environment. This Job Description is not a complete statement of all duties and responsibilities comprising the position.