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Contact Center Service Agent

Telhio Credit Union
Columbus, USA
Full-time
No Prior Experience Required
Onsite
Discovered 1 months ago

Full Job Posting

  • Utilizes proper phone etiquette throughout the duration of the call.
  • Answer Queue quickly (within 30 seconds) to meet team Service Level goal.
  • Answer and handle 90% of calls being sent per individual agent.
  • Process Financial Transactions/ Account Dispute Resolution for Members: Check Holds, Transfers, Loan Payments, Visa Payments, Open and Redeem CD's, Pin Resets, Stop Pays, Close Accounts, Corporate Checks, IRA Contributions and Distributions, Shared Branching Overrides, End of Day Balancing, Research and Resolve Account Disputes.
  • Assist members with ATM and Debit/ Credit Card complications.
  • File Maintenance of Accounts Payoff Request.
  • Open and Close Accounts.
  • Written Correspondence (Email/Chat/Secure Messages).
  • Quality Assurance (Call Monitoring).
  • Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call.
  • Offered a product/service or investment/ Mortgage Referral.
  • Demonstrates active listening and uses effective questioning skills to gather members used.
  • Displays solid understanding of credit union products, sounding clear and confident throughout the entire call.
  • Contributes toward achieving Contact Center Goals & Objectives.
  • Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicable.
  • High school graduate or G.E.D
  • Listening to and Reading people
  • Time Management
  • Work Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and some Weekends
  • Effective communication skills (oral and written)
  • Ability to operate computer terminal and phone system
  • Ability to Achieve Positive Outcomes with Upset/Anxious members
  • Ideally Knowledge of Products & Services, Process Procedures, Documentation, and Cisco Agent Phone System
  • Telhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background
  • Competitive pay
  • Benefits: several medical plan options, dental, free vision, free life and free disability insurance
  • Matching and immediately vested 401(K) plan
  • Generous schedule for paid holidays, vacation and personal time for a healthy work-life balance
  • Opportunity for personal career growth, continued education and mentorship programs
  • Volunteer opportunities impacting the local community

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