Senior Contact Center Agent

Description:

Position Overview: The Senior Contact Center Agent serves as a key resource for handling complex transactions and resolving escalated issues. This role not only supports members with exceptional customer service but also ensures a positive experience by efficiently addressing complex scenarios and contributing to the overall success of the team.

What You Will Do:

• Confirm account ownership to protect member privacy and security.
• Deliver efficient, accurate service while managing high call volumes and multiple systems.
• Meet or exceed departmental service level agreements and individual performance metrics.
• Resolve member inquiries and account issues across all complexity levels.
• Handle member-requested escalations, de-escalating or escalating calls per department procedures.
• Identify cross-selling opportunities and present relevant products and services to meet members’ needs.
• Accurately, route member inquiries to the appropriate teams when necessary.
• Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates

Requirements:

Our Ideal Candidate:

• High school diploma or GED required
• 1-2 years' experience working in a financial institution
• Working knowledge of core banking systems, ticketing platforms, and payment solutions
• Working knowledge of fraud detection techniques and identity verification processes

Reports to

• Member Contact Center Supervisor

Environmental and Physical Activity Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions. The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.