Digital Contact Center Agent I

Company: USE Credit Union
Location: San Diego
Posted on: March 20, 2023

Job Description:

Job Description:

Job Description USE Credit UnionJob ID 2023-1618Job Locations US-CA-San DiegoCategory Call CenterType Regular Full-TimeMore information about this jobOverview The Digital Contact Center Agent I will serve as a primary member contact during daily business hours for chat, secure tickets, email and physical mail. Assists members and potential members with all digital communication requests; resolve problems within authority; educate members and potential members regarding credit union products and services, in addition to delivering quality service according to approved standards. Process bank wires and online new account applications accurately and in a timely manner. Performs to the standards that meet or exceed the Credit Union and departmental objectives and to fulfill the expectations of all internal and external customers. Represents the Credit Union in a professional and responsive manner and promotes team participation on departmental and organization levels.ResponsibilitiesDigital Service--- Promptly answer all incoming chat, tickets and email in a polite manner; determine the nature of the business and personally assist within the guidelines set by the department after properly authenticating.--- Utilize effective professional writing to resolve inquiries with the utmost professionalism and member care.--- Strong written communication skills. --- High level of accuracy w/strong analytical skills. --- Assist with more difficult transactions, problems and or questions requiring research and resolution.--- Processes online banking and bill payment registrations.--- Provide technical support to members using online, mobile or telephone banking.--- Trouble shoot member's PC issues i.e. browser compatibilities, cookie settings, etc.--- Regularly consider and approve applications to establish and maintain Membership, Trust, Representative Payee, Power of Attorney and other like accounts.--- Process daily bank wires accurately and submit them for call back verifications.--- Process online new account application requests promptly.--- Process physical mail daily.--- Good organizational, follow up skills and ability to prioritize.--- Maintains department security and confidentiality by ensuring all sensitive information is kept secure including all personal passwords, dual control keys, and anything pertaining to member confidentialityMember Service--- Strong knowledge of credit union loan and deposit products and product requirements. --- Provide prompt, accurate, concise and courteous service to internal/external customers.--- Provide department/team support and assist Call Center agents with escalated calls. --- Provide information to new/existing members on credit union products/services/ promotions.--- Able to address member requests and offer member solutions working within authority limits.--- Process member transactions accurately providing a high attention to detail.--- Communicate suspected member account abuse including potential red flags, elder abuse, or regulatory issues --- Takes initiative to identify problems and deliver recommendations and solutions--- Identifies and assists in finding resolution to account/loan related inquiries. Researches and rectifies account problems including but not limited to fee reversals, posting errors, payroll deduction allotments/changes, and minimum payment requirements on open and closed ended loans. --- Troubleshoot Debit and Credit card related issues including activations, fraud claims, ATM or debit card processing errors and replacement orders.--- Maintain flexibility and possess ability to quickly shift work focus to ensure member first call resolution is achieved.--- Escalate member calls when necessary, by quickly assessing nature of member request and/or complaint.--- Act as liaison to member and branch/support departments. Directs member requests to appropriate staff members/departments, as required.--- High level of collaboration skills to include understanding a variety of perspectives, managing priorities from everyone in the group and meeting expectations as a reliable member of a team.Additional Responsibilities:Adhere to company policy and procedure, complete annual compliance training, and comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate Member/Customer Identification Program, member due diligence, accurate OFAC match processing, and reporting unusual activities and suspected fraud.Perform other duties as assigned, including participation in process improvements and special projects.QualificationsEDUCATION and/or EXPERIENCEHigh school diploma or equivalent. Basic knowledge of credit union/financial industry. One to two years of combined credit union or related banking positions required. Required background in customer services and sales. One year experience in a call center preferred.TECHNOLOGY PROFICIENCYTo perform this job, the employee must possess applicable technology skills and demonstrated expertise. The employee must be able to move in and out of up to 15 systems quickly and efficiently. Ability to use Word for Windows, Excel, and other Microsoft Office applications, as well as the ability to learn new applications quickly; requires general knowledge of network and database use. Extensive knowledge of PC's/MAC's, operating systems, browsers, and network and database usage/software programs.OTHER QUALIFICATIONSTo perform this job successfully, an individual must have strong analytical and problem solving skills to be able to resolve technical/complex questions regarding browsers configurations, financial software, and web applications.Exceptional verbal and written communication and interpersonal service skills with the ability to work with members, branch/contact center staff, and internal support departments.Exceptional writing abilities including e-mail and letter correspondence using MS Word and Excel when needed.Ability to use effective referral techniques to identify member needs, promote and cross-sell a variety of products and services. Flexible in acceptance of special duties as assigned by management.BluPeak Credit Union is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.Employment may be contingent upon BluPeak Credit Union's receipt of an acceptable and job-related background check, drug screen, credit check and vaccine verification, as applicable and permissible by law. USE Credit Union is committed to the safety and wellbeing of our employees and their families; our members and visitors; and the community at large. In accordance with our duty to provide and maintain a workplace that is free of known hazards, we are requiring that employees must have received or be willing to receive the COVID-19 vaccine. BluPeak Credit Union continues to monitor the pandemic following CDC guidelines, federal state and local laws. Policies continue to be adjusted as new information emerges.BluPeak Credit Union is committed to working and provide reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.PM17Min USD $20.14/Hr. Max USD $30.21/Hr. PI208201209

Keywords: USE Credit Union, San Diego , Digital Contact Center Agent I, Sales , San Diego, California