Contact Center Service Agent

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 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.

What you will need :

What you will earn :

Physical Demands

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, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally. This is a Non-Collective Bargaining Unit

Telhio is an Equal Opportunity Employer