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Guardian Credit Union · 2 days ago

Contact Center Agent

Prattville, Alabama, United States

Full-time

Onsite

New Grad, Entry Level

Guardian Credit Union is seeking a Contact Center Agent to handle a variety of member service calls in a prompt and professional manner. The role involves troubleshooting member inquiries, providing exceptional service, and maintaining knowledge of credit union products and services to meet member needs.

FinanceFinancial ServicesMobile Payments

Responsibilities

Works with internal customers and members to troubleshoot and resolve member inquiries. Handles incoming requests from external members/non-members by phone, e-mail or fax and manages their inquiries or requests

Provides first contact resolution and builds lasting member relationships by providing exceptional service

Maintains up to date knowledge of all credit union products and services. Identifies and recommends the best products and services to meet the financial needs of our members

Reports information to the appropriate manager or department regarding complaints on specific products and services

Qualification

Customer serviceProblem resolutionCommunication skillsOrganizational skillsTelephone mannerInterpersonal skills

Required

Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution

Works with internal customers and members to troubleshoot and resolve member inquiries

Handles incoming requests from external members/non-members by phone, e-mail or fax and manages their inquiries or requests

Provides first contact resolution and builds lasting member relationships by providing exceptional service

Maintains up to date knowledge of all credit union products and services

Identifies and recommends the best products and services to meet the financial needs of our members

Reports information to the appropriate manager or department regarding complaints on specific products and services

Courtesy, tact, and diplomacy are essential elements of the job

Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions

Must have excellent written and verbal communication and organizational skills

Must be able and willing to work flexible hours to accommodate department needs

Should be able to operate well in a fast-paced environment

Must be able to calmly and professionally handle discontented callers

Good telephone manner