Rally Credit Union · 2 months ago
Contact Center Agent II
Corpus Christi, TX, USA
Full-time
Onsite
Entry Level
2+ years expRally Credit Union is looking for a Contact Center Agent II to serve members' operational and financial needs via telephone and web inquiries. The role involves assisting members with transactions, providing information about credit union services, and promoting products to meet member needs.
CreditFinanceFinancial ServicesLending
Responsibilities
Assist Members Contacting the Credit Union by Telephone/Email
Process member transactions per telephone request
Provide information/research to members on overall account and/or service inquiries
Ensure member is properly charged for services rendered
Be knowledgeable of and provide information to members and potential members on all credit union services and products, to include but not limited to savings, checking, loans, electronic services and channels, wires, stop payments, debit card transactions/issues, copies of statements and checks, cross account transfers/set up, term shares, check orders etc
Promotes CU products and cross sells additional products to meet the member’s needs
Contributes to department and credit union goals by handling high contact volumes and assisting the department in meeting overall Contact Center Goals
Record details of member comments, inquiries, complaints and actions into appropriate workflow software
Follow Current Policies and Procedures as Set by the Board of Directors
Comply with financial industry Rules and Regulations as required by law
Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions
Responsible for completing BSA/AML compliance training annually
Other Duties as Assigned
Qualification
Required
High School Diploma or GED
2 years of financial institution experience with 1 year in a contact center, or 2 years in a contact center with 1 year in financial institution
Must be able to speak clearly and hear effectively in order to assist members over the telephone
Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team
Must have a strong ability to read and carry out various written instructions and follow oral instructions
Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace
Must be able to effectively handle multiple, simultaneous, and changing priorities
Must be capable of exercising highest level of discretion on both internal and external confidential matters
Preferred
Bilingual preferred
Company
Rally Credit Union
Rally Credit Union is a financial service company that provides home loans and personal loans.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Shannon S.
Chief Technology Officer
Anita Cadena, CPA
Chief Risk Officer
Recent News
Business Insider
2024-04-08
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