Contact Center Agent I

Alabama One; Tuscaloosa (AL); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Alabama ONE is seeking a friendly and professional Contact Center Agent to assist members across multiple channels. You will handle inquiries, guide banking transactions, and resolve issues via phone, text, email, online chat, or secure messaging.

Prior call center or financial institution experience is preferred, with strong communication and technical multitasking skills. The role emphasizes delivering exceptional service and maintaining accuracy while using Alabama ONE tools and policies to

Qualifications

• Requires strong customer service and communication skills.
• Candidate should be comfortable using multiple channels (phone, text, chat, email) to assist members.
• Proactive in learning policies and participating in ongoing training.
• High level of technical proficiency, be able to operate various computer applications, and multitask while assisting members.

Responsibilities

• Assist members via phone, text, email, online chat, and secure messaging.
• Support banking needs including Digital Banking, Telephone Banking, and card maintenance.
• Utilize Alabama ONE tools to guide members and resolve issues.
• Contribute to continuous feedback and training related to policies and processes.
• Other duties as assigned.

Skills

Customer service mindset

Verbal and written communication

Tech proficient / multitasking

Education

High School Diploma or GED

Tools

CRM software

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.