Contact Center Agent – Part-Time Call Center

Resource One Credit Union
Published
October 17, 2020
Location
Dallas, TX
Category
Job Type

Description

POSITION PURPOSE
Responsible for handling a variety of member service calls in a prompt, courteous and professional manner, such as Maintains a thorough working knowledge of the complete line of products and services and offers appropriate products and services. Assists or refers members with any and all questions or problems that arise.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Assumes responsibility for the efficient, effective, and accurate performance of contact center functions.
Receives member telephone questions and complaints in a professional manner.
Assist members with bookkeeping, account inquiries, and disputes. Answers member questions regarding Credit Union services provided and performs a variety of account maintenance.
Completes research and resolves documentation errors or discrepancies. Blocks/orders debit cards. Sends ACH and debit card dispute forms.
Provides general information to members on Credit Union policies, procedures, and programs.
Conducts basic member maintenance and transactions such as account transfers and processing telephone payments.
Maintains privacy of member account information.
Ensures that the Credit Union's quality reputation is maintained and projected.
Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
Assists area personnel as required.
Keeps supervisor informed of area activities and of any significant problems or concerns.
Completes required reports and records accurately and promptly.
Attends meetings as required.
Assumes responsibility for related duties as required or assigned.
Actively and professionally cross-sell Credit Union products and services.
Ensures that work area is clean, well maintained, and secure.
Completes other duties as assigned, including cross training in current or other departments.
PERFORMANCE MEASUREMENTS
Contact Center Agent functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.
Good working relationships and coordination exist with area personnel and with management. Assistance is provided to other Contact Center Agents and staff as needed. Supervisors are appropriately informed of area activities.
Required reports and records are accurate, complete, and timely.
The Credit Union's professional reputation is maintained and conveyed.

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