Contact Center Agent I
Company: True Sky Credit Union
Location: Oklahoma City
Posted on: March 16, 2023
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Job Description:
Job Description True Sky Credit Union Structured Compensation -
Job Description Contact Center Agent I Data Year: 2019
Prepared On: 07/10/2019 Department: None Grade: 7 Reports To:
Contact Center Manager Classification: Non-Exempt Supervises
Direct: 0 Supervises Indirect: 0 Approved By: President Effective
Date: 07/08/2019 Revised Date: 07/10/2019 Role: To provide
assistance to members or prospective members on the telephone and
through electronic channels; find solutions to problems or explain
services in the savings and loan areas in a professional,
courteous, accurate and timely manner. Provide first-call
resolution and cross-sell members on products and services.
Essential Functions & Responsibilities: E 30% Assist members,
potential members, and team members with account requests,
maintenance, and Visa services via phone and electronic channels.
Provide trouble-shooting support in the areas of card services and
online banking. Maintain exceptional level of member service,
opening every call, chat or email with Welcome to True Sky Credit
Union, and ensuring the members requests are resolved with one
call. Approach every member/team member interaction with a positive
and helpful attitude. Process transactions with minimal errors and
document all applicable items in CRM. E 25% Enhance and maintain
productivity by meeting or exceeding the Credit Unions individual
cross-sell goals. Stay up to date on product knowledge and
cross-sell other Credit Union products and services. E 25% Stay
logged into the queues for maximum availability for the members.
Maintain appropriate queue times, call ratio, call handle time, and
call wait times; put work aside to assist waiting members. E 10%
Work with minimum supervision; be self-motivated to learn new
things and take initiative on tasks. E 5% Ensure compliance with
BSA, OFAC, and all other Credit Union policies and procedures, and
applicable laws are regulations. N 5% Other duties as assigned.
Performance Measurements: 1. Stay logged into queues meeting
minimum log in goals. Effectively assist members, team members, and
prospective members using electronic channels to serve, empower,
and enrich them. 2. Enhance productivity by meeting or exceeding CU
individual cross-sell goals. 3. Ability to communicate effectively
via phone, chat, and email; actively cross sell credit union
products and services. Ensure phone is answered within 2 rings. 4.
Process member transactions with minimal errors. 5. Ability to
listen and comprehend through a telephone conversation and respond
to member requests in a timely manner. 6. Be flexible; ability to
move from one task to another without losing control and with a
high degree of accuracy 7. Ability to work effectively with minimum
supervision; be self-motivated 8. Commit to high quality service in
all phases of the member experience. 9. Willing to work overtime
and work the Saturday rotation as requested. 10. To stay current
and comply with all federal and state regulations including Bank
Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all
credit union policies and procedures. 11. Perform other duties as
assigned. Knowledge and Skills: Experience One year to three years
of similar or related experience. Education A high school education
or GED. Interpersonal Skills Courtesy, tact, and diplomacy are
essential elements of the job. Work involves much personal contact
with others inside and/or outside the organization for purposes of
giving or obtaining information, building relationships, or
soliciting cooperation. Other Skills Good listening and telephone
skills; able to operate a 10 key calculator, typewriter and
computer keyboard; ability to make decisions with minimum
information. Physical Requirements 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
occasionally required to stand; walk; sit; use hands to finger,
handle, or feel objects, tools or controls; reach with hands and
arms; climb stairs; balance; stoop, kneel, crouch, talk and hear.
The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by the job include close vision,
distance vision, color vision, peripheral vision, depth perception,
and the ability to adjust focus. Work Environment Work environment
characteristics 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 not
exposed to weather conditions.
The noise level in the work environment is usually moderate. This
Job Description is not a complete statement of all duties and
responsibilities comprising the position. by Jobble
Keywords: True Sky Credit Union, Oklahoma City , Contact Center Agent I, Sales , Oklahoma City, Oklahoma
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