Contact Center Service Agent at Centra Credit Union in Columbus, Indiana

Posted in Admin - Clerical 9 days ago.

Type: Full-Time





Job Description:

Are you looking for a rewarding career in a well-established financial institution?

Centra Credit Union has an exciting opportunity as a Full Time Contact Center Service Agent I.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Service/Sales 


  • Actively participate in service to sales practices.

  • Consistently meet and exceed member service standards.

  • Meet or exceed key product/service/sales goals within department to ensure profitable and sound business practices for the Credit Union.

  • Actively demonstrates consist use of CRM protocol for updating member information and entering referrals.

  • Consult and provide assistance and education to members on financial alternatives at the Credit Union or CFS, provide education on money management, budgeting, establishing good credit and other areas relating to member’s financial needs.

  • Provide information on Credit Union services or policies including but not limited to eligibility for membership, types of Credit Union products and services, proper disclosures, insurance on loans, loan policy and interest rates, current dividend rates, locations, office hours, and phone numbers.   

  • Actively participate with members in troubleshooting Centra Phone, CentraLink, Billpayer, CU Rewards, Credit Card Login, Gift and Reloadable Cards issues and mobile banking and remote deposit.

  • Order new and replacement debit cards, activate debit cards, and assign PIN numbers for members and branches that are unable to activate cards.

  • Assist members with documents relating to wire transfers, debit disputes, estate/trust handling of deceased member’s accounts, power of attorney, IRAs and CDs.

  • Explain loan programs to members, evaluate their needs and recommend loan options.

  • Explain savings programs to members, evaluate their needs and recommend savings options.

  • Perform all aspects of deposit and member service processes including but not limited to deposit application processing, document preparation, account opening and closing, account and member profile maintenance, and document retention practices.

  • Assist members with all product and service related requests through all delivery channels including phone, web/email, fax and mail service.

  • Coordinate with Centra Financial Services to provide CFS products and services to members through the branch delivery channels.

  • Receive and respond to member concerns regarding service delivery throughout Centra.

  • Set up and process over the phone loan payments.

  • Reverse and correct loan payments and late fees.

  • Set up payroll distributions.

Representation 


  • Maintain a professional, courteous, and positive attitude with all people, including Credit Union staff and members.

  • Maintain effective communication with all Credit Union employees to ensure coordination and exchange of information for accomplishing Credit Union goals.

  • Maintain and apply current knowledge of Credit Union philosophy, services, policies and procedures.

  • Encourage and develop cooperation within the organization to ensure a team effort and positive member experience delivery.

  • Maintain ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new developments, changes or other important information within area of responsibility.

  • Actively participate in coaching and counseling to optimize staff sales and service deliveries.

  • Foster and support a positive working environment for all staff in conjunction with manager, management and human resources.

  • Make sound judgments and decisions within the specified areas of responsibility as directed by manager.

  • Actively participate in periodic staff meetings to discuss goals, improvements, changes in procedures, new developments, products /services, and other information as well as to coach, train and develop staff. 

  • Keep current on and assist management staff in cross training staff in all products and services offered by Credit Union to ensure quality service and sales delivery to members.

  • Adhere to all corporate policies as mandated in Centra's personnel policies.

  • Other duties and responsibilities as assigned.

Contact Center Operations 


  • Assist management staff in maintaining a branch that meets and can demonstrate compliance with standards set by all regulatory agencies.

  • Comply with all Credit Union policies and procedures.

  • Comply with all security and safety policies and procedures. 

  • Assist management staff in ensuring that all member information is kept secure and confidential in cooperation with the Credit Union Information Security Officer.

  • As directed maintain cash vault, negotiable instruments, and Credit Union assets in compliance with all security and safety policies and procedures.

  • As directed ensure branch is properly operated on a daily basis including but not limited to the timely balancing of cash, negotiable instruments, proprietary ATMs; dual control measures adhered to as appropriate; and safety, security, and loss prevention measures adhered to by all staff.

  • Annually attends BSA/Compliance training and complies with all applicable requirements.

  • Follows dual control measures in providing a centralized mail payment processing center as well as practicing dual control for loan disbursement and funds allocation.

  • Provides controlled processing for online member applications and online checking accounts.

  

SUPERVISORY RESPONSIBILITIES

N/A

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); one to three years related experience (financial service experience preferred) and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write concise correspondence on a variety of issues. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.  Ability to analyze member issues and resolve for positive outcome.

CERTIFICATES, LICENSES, REGISTRATIONS

Drivers License

OTHER SKILLS AND ABILITIES


  • Accounting skills

  • Data entry skills

  • Analytical skills

  • Communication skills

  • Professional phone skills

  • Deductive reasoning skills

  • Interpersonal skills

  • Member service skills

  • Organization skills

  • PC skills

  • Technical skills

  • Sales skills

  • Time management skills

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 this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. The employee frequently is required to stand; walk; climb or balance; stoop, kneel, crouch or crawl; and talk or hear. The employee is occasionally required to sit for long periods of time. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

WORK ENVIRONMENT 


  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee frequently works near computers and in an air conditioned office.  The employee is not exposed to wet and/or humid conditions, extreme cold or extreme heat.  Employee is not exposed to risk of electrical shock.  The noise level in the work environment is usually moderate.

COMMENTS

Experience with the following equipment:         


  • Calculator

  • Data Processing Terminal

  • Personal Computer

  • Copier

  • Telephone

  • FAX

  • Mobile devices

Centra is an Equal Opportunity Employer.            

See job description