Lead Tech Agent at DATCU in Corinth, Texas

Job Description:

Responsible for assisting the Contact Center Manager with day-to-day Contact Center operations, including supervision of staff and will act as the manager-in-charge in the absence of the Contact Center Manager. Ensures that members are promptly and professionally served. Responsible for implementing existing policies, procedures and systems involving Contact and Tech Support Agent functions. Trains, directs, and supervises Contact Center staff. Responsible for providing a variety of paying and receiving functions for members via phone, fax, email, and online channels including processing account transfers, loan payments, and cashier’s checks. Balances each day's transactions. Performs a broad variety of member service functions such as opening and closing accounts, establishing and/or renewing IRA’s and/or certificates, and assisting members with bookkeeping and checking account problems. Answers members questions regarding Credit Union services and performs a variety of account maintenance duties. Assists members with technical support, including online banking, mobile banking, bill payments, etc. Actively cross-sells Credit Union products and services. Performs specific assigned jobs including various administrative functions, and assists other Contact Agents/Tech Support Agents with duties as required. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice. This position has the potential for remote work based on management discretion.

Education/Certification:    

High school graduate or equivalent. 

Required Knowledge:            

Understanding of Teller/Member Service Representative functions.

Thorough knowledge of Credit Union operations, services, and products.

Experience Required:             

Two to five years of related experience in a financial institution or Contact Center.

Abilities generally acquired on the job. Includes formal and on-the-job training.

Skills/Abilities:                          

Excellent communication skills and willingness to assist others.

Professional appearance, dress, and attitude.

Strong interpersonal, leadership, and supervisory skills.

Excellent communications skills. Well organized.

Ability to maintain an effective and efficient workflow with attention to detail.

Exceptional Member Service skills.

Solid math and typing skills.

Ability to operate related phone system, computer applications and business equipment.