Contact Center Agent

Alabama One; Tuscaloosa (AL); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Alabama ONE is seeking a Contact Center Agent to handle inbound calls and support members through our remote branch experience. You will assist via phone, text, chat, and secure messaging, guiding customers on products and services and resolving issues to ensure excellent service.

The ideal candidate has a high school diploma or GED, strong communication skills, and experience in a call center or customer service role.

Qualifications

• High School Diploma or GED required.
• Previous customer service or call center experience preferred.
• Strong verbal and written communication is essential.
• Good computer skills and the ability to operate multiple systems.

Responsibilities

• Assist members via inbound calls, text, chat, and secure messaging.
• Provide guidance and information on products and services.
• Maintain knowledge of policies and procedures through ongoing learning.
• Perform other duties as assigned.

Skills

Customer service

Call center experience

Communication skills

Typing / computer proficiency

Education

High School Diploma or GED

Tools

Phone system

Secure messaging systems

Chat banking

Job description

Description

The Contact Center Agent provides assistance and guidance for members in a variety of areas through the remote branch experience. The Contact Center Agent primarily handles inbound calls, and may conduct transactions, answer routine account questions, and resolve issues to ensure excellent service for members who utilize telephone, secure messaging, or chat banking options at Alabama ONE.

Responsibilities

• Utilize phone system, text, chat, and secure messaging systems to assist members with a wide variety of banking needs.
• Provides guidance and information to members regarding products and services.
• Participates in ongoing learning and development to maintain knowledge base of AOCU policies, procedures, and processes.
• Other duties as assigned.

Requirements

High School Diploma or GED and previous customer service or call center experience are required. The ideal candidate will be passionate about providing exceptional, professional customer service. Must be able to communicate effectively verbally and in writing. High technical proficiency, and the ability to operate various computer systems.

Experience working in a financial institution is strongly preferred.