Contact Center Agent

ELGA Credit Union; Grand Blanc (MI); Hybrid; USD 19,000 - 28,000; Full time

Job summary

ELGA Credit Union in Grand Blanc, MI is seeking a Contact Center Agent I to deliver outstanding member service by phone and resolve inquiries with informed solutions. The role emphasizes cross-selling and maintaining QA standards in a hybrid in-person/remote work setting.

You will build product knowledge through ongoing training, assist with maintaining member accounts, and strive to meet sales goals while supporting teammates in a dynamic contact center environment.

Qualifications

• 1–12 months of contact center or customer service experience.
• High school diploma or GED.
• Excellent listening and telephone skills; strong problem-solving abilities.

Responsibilities

• Provide outstanding service to members via phone and resolve inquiries with solutions.
• Promote credit union products and services to meet sales targets.
• Meet QA standards with accuracy and adherence to policies.
• Keep informed about products and services through ongoing training and effectively communicate offerings to members.
• Maintain member account information on computer system.
• Perform other related duties as assigned.

Skills

Customer service

Cross-selling

Communication skills

Problem solving

Education

High school diploma or GED

Job description

ELGA Credit Union
Contact Center Agent I
Department: Contact Center
Location: Grand Blanc, MI
Reports To: Contact Center Manager
Classification:Non-Exempt

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.

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.