ELGA Credit Union (Bay City Location) Contact Center Agent Department: Contact Center Location: Bay City Reports To: Solutions & Support Manager Classification: Non-Exempt Role: The Contact Center Agent 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. |