Job Description

Contact Center Agent

The Contact Center Agent is responsible for providing exceptional member service, achieving sales goals, and meeting quality assurance (QA) benchmarks by applying excellent product knowledge, strong problem-solving skills, and a commitment to delivering accurate and thorough assistance to our members.

Essential Functions & Responsibilities:

• Provides outstanding service to credit union members via phone. Effectively addresses member inquiries, concerns, and issues by applying critical thinking skills and providing comprehensive solutions.
• Achieves sales targets by promoting credit union products and services through understanding member needs and recommending appropriate solutions.
• Meet and exceed QA standards by ensuring accuracy, adherence to policies and procedures, and delivering a high-quality member experience.
• Stays informed about credit union products and services by using the products and services, participating in ongoing training to enhance product knowledge, and effectively communicate offerings to members.
• Maintains member account information on computer system.
• Performs other related duties as assigned.

Performance Measurements:

• Maintain Quality Assurance performance
• Consistently demonstrate product knowledge
• Consistently achieve sales goals
• Resolve member issues with complete accuracy
• To complete and pass Agent I Certification.

Knowledge and Skills:

Experience: One month to twelve months in a contact center or customer service role

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: Outgoing; Motivated; Must cross sell products and services comfortably over the telephone; Good listening and telephone skills; and computer keyboard; able to make decisions with minimum information. Must have good problem solving skills.

Work Environment: ELGA CU is a hybrid in-person/remote workplace that fosters a fun collaborative work environment.

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