Job Description

ELGA Credit Union (Bay City Location)
Contact Center Agent

Department: Contact Center


Location: Bay City

Reports To: Solutions & Support Manager
Classification: Non-Exempt
Supervises Direct: 0
Supervises Indirect: 0

Role:
The External Agent I is responsible for providing exceptional member service, achieving sales goals, and meeting quality assurance (QA) benchmarks by applying excellent product knowledge, strong problem-solving skills, and a commitment to delivering accurate and thorough assistance to our members.

Essential Functions & Responsibilities:

40% - Provides outstanding service to credit union members via phone. Effectively addresses member inquiries, concerns, and issues by applying critical thinking skills and providing comprehensive solutions.

20% - Achieves sales targets by promoting credit union products and services through understanding member needs and recommending appropriate solutions.

20% - Meet and exceed QA standards by ensuring accuracy, adherence to policies and procedures, and delivering a high-quality member experience

10% - Stays informed about credit union products and services by using the products and services, participating in ongoing training to enhance product knowledge, and effectively communicate offerings to members.

5% - Maintains member account information on computer system.

5% - Performs other related duties as assigned.

Performance Measurements:

1. Maintain Quality Assurance performance
2. Consistently demonstrate product knowledge
3. Consistently achieve sales goals
4. Resolve member issues with complete accuracy
5. To complete and pass Agent I Certification.

Knowledge and Skills:

Experience: One month to twelve months in a contact center or customer service role

Education: A high school education or GED.

Interpersonal Skills:
Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

Outgoing; Motivated; Must cross sell products and services comfortably over the telephone; Good listening and telephone skills; and computer keyboard; able to make decisions with minimum information. Must have good problem solving skills.

Work Environment:
ELGA CU is a hybrid in-person/remote workplace that fosters a fun collaborative work environment.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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