Contact Center Agent

As a Contact Center Agent, you will perform duties in a call center environment by providing professional customer support to our members and potential members via incoming/outgoing calls, fax, email, and written correspondence. Support a sales and service environment in conjunction with the Credit Unions values and goals. Perform a variety of Call Center customer support tasks that contributes to an efficient operation and growth of TBFCU business goals. A Contact Center Agent provides quality customer service & support to members and assures confidentiality and privacy of member data.

Contact Center Agent Job Responsibilities:

• Handles a high volume of inbound and outbound calls
• Assist members with a variety of transactions by telephone, fax, email and text that include, but are not limited to processing loan payments, transfers, access to online banking, research and account maintenance
• Refers product and service information to members in helpful, professional manner in an effort to deepen member relationships and achieving their financial goals
• Have in-depth knowledge and understanding of products and services provided by the Credit Union and affiliates to ensure accurate information is being provided to members
• Ensure member and customer satisfaction by being patient and offering a pleasant interaction at all times, while trying to meet or exceed expectations
• Maintains awareness of calls waiting
• Exercise some independent judgment

Contact Center Agent Experience:

• Six months to two years of similar or related experience in customer service, including time spent in preparatory positions
• Call center experience preferred
• Customer service experience preferred
• Bilingual (English/Spanish) preferred

Contact Center Agent Education:

• High School education or GED required
• Some college preferred

Contact Center Agent Work Schedule:

• Monday through Friday (9am - 6pm) and Saturdays as needed