Contact Center Agent I

Company: True Sky Credit Union
Location: Oklahoma City
Posted on: March 16, 2023

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