Contact Center Specialist I

: At Argent Credit Union, we are dedicated to being our members' trusted financial partner and we are committed to the well-being of our community. Every team member strives to fulfill these goals daily by living our service values: fun, positivity, personal attention, professionalism, and knowledge while also putting the interest of our members first in each and every decision and interaction. Within our culture, it is up to each of us to champion our mission, service values, and strategic goals. Together, this is how we drive growth and achieve success.

ROLE PURPOSE

The purpose of thisrole is to provide information and exceptional member service to internal/external members and other callers via telephone, written and electronic media. Ensure a positive image of the credit is conveyed by providing a variety of interactions, accounts and services to members by assisting the members to increase their profitability of their business with the credit union. When problems or questions arise, this role is responsible for initiating a sound resolution.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Within established levels of authority, processes member's financial transactions accurately with the highest level of member service.
• Navigates multiple systems while interacting with members regarding inquiry types which include but are not limited to: credit union products and services, account information and transactions, and electronic services, all while verifying member specific information to maintain the security of all account information.
• Guides members through troubleshooting or navigating credit union online banking services and/or website. To include IMSI loan and new account processes, and bill pay services.
• De-escalate and/or resolve member calls in regard to collections, loan denials, account errors, new CUDL loan and CPI concerns.
• Troubleshoot debit and credit card related issues including activation, temporary limit increases, fraud claims, ATM or debit card processing errors and replacement orders.
• Process a high-volume of financial transactions to include wires, transfers, opening of sub deposit accounts, pay-by-phones payments.
• Conducts a financial needs assessment with members, then aggressively and consistently cross-sells all credit union products, services, and promotions offered in order to meet established strategic plan and individual performance scorecards.
• Discusses consumer loan products, accepts and inputs consumer loan applications.
• Provides member service in the processing of transactions and meeting of members' needs that is prompt, efficient and accurate and of the highest level of quality.
• Exercise active listening and problem solving skills in complex conversations, offering patient assistance and support.
• Demonstrates a commitment to actively retaining member accounts by ensuring that all efforts are made to strengthen the relationship and strive to make the interest of the member considered foremost in each decision and encounter.
• Complies with all state and federal regulations, credit union policies, procedures, and guidelines to protect the credit union, its members and their assets.
• Accurately and promptly updates member account information.
• Act as liaison between the member, branch and back-office support.
• Actively participates in all branch and staff meetings in order to maintain awareness of organizational issues, promotional campaigns, stays current on policies, procedures, compliance and makes suggestions for improvement.
• Works to increase knowledge in sales and service, technical skills and professional development through available internal and external sources.
• Ensures that all information and transactions regarding Argent Credit Union is kept confidential, including Argent Credit Union business.
• Works as a member of the Argent Credit Union team to ensure achievement of the credit union's mission and service values.
• Maintains a professional work environment and businesslike appearance.
• Perform additional duties and responsibilities as deemed appropriate.

ENVIRONMENTAL FACTORS AND PHYSICAL REQUIREMENTS

This role requires the employee to work indoors in a typical office environment. While performing the duties of this job, the employee is required to have ordinary ambulatory skills sufficient to visit other locations, and the ability to stand, walk stoop, kneel, crouch and manipulate (lift, carry, move) light to medium weights of 1-25 pounds. Requires good hand-eye coordination, arm hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The employee frequently is required to stand, reach with arms, talk and hear.

POSITION CORE COMPETENCIES

Member Service - Displays courtesy and sensitivity, manages difficult or emotional member situations, meets commitments, and responds promptly to member needs, solicits member feedback to improve service. Dependability - Responds to requests for service and assistance, follows instructions, responds to management direction, takes responsibility for own actions, commits to doing the best job possible, keeps commitments, meets attendance and punctuality requirements as expected. Job Knowledge - Competent in required job skills and knowledge, exhibits ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays understanding of how job relates to others, and uses resources effectively. Quality - Demonstrates accuracy and thoroughness, displays commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, monitors own work to ensure quality. Team Work - Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to building a positive team spirit, puts success of team above own interests, able to build morale and group commitments to goals and objectives, supports everyone's efforts to succeed, recognizes accomplishments of other team members.

PERFORMANCE EXPECTATIONS

Accuracy - Accuracy is of extreme importance as it reflects on Argent Credit Union's reputation. Inaccuracy affects the member's privacy and breaks the trust the member has placed in us. This would include but is not limited to; posting the incorrect amount to the correct account and giving the incorrect member receipt, inaccurate completion of member service and lending forms and disbursement of loans within guidelines. The employee is responsible for checking his or her own work to avoid errors.

Attendance - The employee must be able to consistently report to work as scheduled and perform the duties of the position in the office environment. Relationships with Others - The employee must work effectively and relate well with others including internal and external members, supervisors, colleagues and individuals both inside and outside Argent Credit Union. Policy Compliance - The employee is required to be knowledgeable of all company, department and position-specific policies, procedures, and guidelines and adhere to the aforementioned without exception. These policies include but are not limited to the Fraud Prevention, Harassment, Confidentiality, Employee Conduct, Electronic Communications, Voice Mail, Bank Secrecy Act, Lending and Collection policies.

REQUIRED EDUCATION AND EXPERIENCE

• High School Diploma or Equivalent.
• Credit union or bank call center experience preferred.
• Satisfactory computer skills preferred.