Contact Center Agent I

Alabama One Credit Union; Tuscaloosa (AL); On-site; USD 32,000 - 42,000; Full time

Job summary

Alabama ONE Credit Union is seeking a Contact Center Agent to guide members across channels—phone, text, email and online chat—delivering swift, accurate banking support and solutions. You will assist with Digital Banking, Telephone Banking, and debit/credit card maintenance, using Alabama ONE tools and processes to ensure a seamless member experience.

A strong customer-service mindset is essential. Ideal candidates enjoy problem solving, clear written and verbal communication, and can multitask

Qualifications

• High School Diploma or GED with prior customer service or call center experience.
• Strong passion for delivering exceptional and professional customer service.
• Effective verbal and written communication skills.
• High level of technical proficiency and ability to multitask across computer applications.
• Experience in a call center or financial institution preferred.

Responsibilities

• Assist members via a phone system, text, email, online chat, and secure messaging.
• Support digital banking and telephone banking services.
• Maintain debit/credit card information and core system daily banking tasks.
• Utilize Alabama ONE resources to provide guidance and information to members.
• Engage in ongoing feedback, training, and adherence to AOCU policies and processes.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Technical proficiency

Multitasking

Education

High School Diploma or GED

Job description

Description

Summary

The Contact Center Agent offers guidance and support to members across various domains through a virtual interface. They facilitate transactions, address account-related queries, and resolve issues to ensure a seamless member experience for those who reach out to our organization via phone, text message, secure message, email, or online chat.

Duties & Responsibilities:

• Utilization of a phone system, text, email, Online chat, and secure messaging systems to assist members with a wide variety of banking needs. Such as:
• Digital Banking
• Telephone Banking
• Debit/Credit Card Maintenance
• Core System daily banking
• Utilizing the resources, tools, products, and services provided by Alabama ONE to offer guidance and information to members.
• Demonstration of a proactive attitude towards engaging in continuous feedback, training, and development related to AOCU policies, procedures, and processes.
• Other duties as assigned.

Requirements

Minimum Requirements:

• -High School Diploma or GED, in addition to prior experience in customer service or call center.
• -The ideal candidate should possess a strong passion for delivering exceptional and professional customer service.
• -Effective communication skills, both verbal and written, are a must.
• -High level of technical proficiency, be able to operate various computer applications, and multitask while assisting members.

Preferred Qualifications:

• -Experience working in a call center and/or a financial institution is preferred.