Member Support Agent (Call Center Agent)
$31,200–$31,200 year
On-siteLafayette, Louisiana, United States or Main, Eastern Cape, South Africa
Job Summary
Serve members by providing quality service and information via telephone and other communication methods. Listen, comprehend, and validate member needs while verifying identity and researching routine questions or complaints. Resolve issues with positive alternative solutions, de-escalate irate callers, and escalate complex calls to supervisors as needed. Complete account maintenance tasks including processing stop payments, plastic requests, address changes, and wire transfers. Utilize multi-line phone systems, email, and database software to route calls, manage hold times, and maintain strict confidentiality. Monitor call volume, react to metrics, and cross-sell products while adhering to policies. Report equipment malfunctions and provide administrative support as required.
Required Qualifications
- Professional, well-developed interpersonal skills
- Knowledge of a multi-line phone system
- Word processing skills
- Intermediate mathematical skills
- Ability to lift up to 20 pounds
- Ability to lift up to 35 pounds
- Ability to sit frequently
- Ability to bend, squat, twist, and reach occasionally
- Ability to listen, comprehend, acknowledge, and validate member needs
- Ability to verify and confirm member identity
- Knowledge of credit union changes, procedures, policy, and internal department correspondence
- Ability to recognize when a call should be moved to a more specialized employee or department
- Ability to de-escalate an irate caller
- Ability to recognize when to escalate a call to an appropriate manager or supervisor
- Ability to utilize credit union procedures and computer applications including email, internet, word processing, spreadsheet, and database and system software
- Ability to report malfunctions of phone equipment
- Ability to provide administrative and clerical support
- Ability to continuously check call center voice mails, forward as needed, and reply to messages accordingly
- Ability to treat all credit union members and employees with a positive and cooperative attitude
Desired Qualifications
- Bilingual (English/Spanish)
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