Contact Center Service Agent

Contact Center Service Agent

Position : Contact Center Service Agent

Location : 330 Rush Alley Suite 500 Columbus, OH

Position Summary : The Contact Center Service Agent is a convenient primary point of contact for our members. They are the voice of Telhio, representing Telhio during all phone interactions. They create and maintain a welcoming and friendly environment at all times while assisting members and potential members over the phone. They provide members with products and services to best suit them to build lasting relationships and increase products per member. They are problem solvers and solutions specialists who may also conduct various transactions. They also uphold and embody Telhio core values Caring, Commitment, and Integrity.

Responsibilities :

• 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 CDs, 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.

What you will need :

What you will earn : 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