Contact Center Agent - Full-Time
$39,520,000–$43,680,000 year
On-siteDallas, Texas, United States
Job Summary
Respond to high volumes of inbound calls, emails, and digital inquiries with professionalism, providing accurate information on products, services, policies, and procedures. Assist members with account inquiries, transaction history, balance verification, loan details, and digital banking support while performing account maintenance tasks like address changes and payment processing. Troubleshoot online banking and mobile app issues, handle debit card disputes, and manage sensitive financial data with strict confidentiality. Actively identify cross-selling opportunities, escalate complex issues, and document all interactions for quality assurance. Meet performance metrics for call quality, resolution time, and customer satisfaction while participating in ongoing training.
Required Qualifications
- High school diploma or equivalent
- Minimum of 1 year experience in a customer service role (call/contact center, retail, banking, etc.)
- Must be able to access and navigate facility with reasonable accommodations
- Lift and carry small parcels, packages and other items
- Candidates being considered for employment with Resource One must successfully complete a credit check, background check and drug screen
Desired Qualifications
- Excellent verbal and written communication skills
- Strong active listening, empathy, and interpersonal abilities
- Confidence in problem-solving and decision-making under pressure
- Comfort with digital systems and software, including CRM and multi-line phone systems
- Ability to work independently while contributing to team success
- Highly organized with the ability to multitask and manage time effectively
- Adaptable and receptive to feedback and process changes
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