Contact Center Agent I

Alabama One; Tuscaloosa (AL); On-site; USD 30,000 - 42,000; Full time

Job summary

Alabama One is seeking a Contact Center Agent to guide and support members across multiple channels, including phone, text, email, and online chat. The role emphasizes delivering exceptional customer service and leveraging digital banking tools to address inquiries efficiently.

The ideal candidate demonstrates strong communication skills, technical aptitude, and a proactive approach to learning Alabama ONE procedures and policies while assisting members with various banking needs.

Qualifications

• High School Diploma or GED, plus prior experience in customer service or call center.
• Strong passion for delivering exceptional customer service.
• Effective verbal and written communication skills.
• High level of technical proficiency and ability to multitask while assisting members.

Responsibilities

• Assist members via phone, text, email, and online chat to address banking needs.
• Provide guidance on Digital Banking, Telephone Banking, and Debit/Credit Card maintenance.
• Resolve account-related questions and issues to ensure a seamless member experience.
• Utilize Alabama ONE tools, resources, and policies to offer accurate information and proactive service.

Skills

Communication skills

Technical proficiency

Multitasking

Education

High School Diploma or GED

Job 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.

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.