Contact Center Service Agent

Telhio Credit Union; Columbus (OH); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

401K with employer match

Medical plan options

Dental insurance

Vision insurance

Life insurance

Disability insurance

Paid holidays

Personal time off

Career growth opportunities

Job summary

Telhio Credit Union in Columbus, OH is seeking a Contact Center Service Agent to serve as the friendly voice of Telhio on every member interaction. You will assist members with products and services, handle transactions, and build lasting relationships to increase member satisfaction and engagement.

This role emphasizes excellent phone etiquette, active listening, and a commitment to Telhio core values: Caring, Commitment and Integrity.

Qualifications

• High school diploma or GED required.
• Exceptional communication skills, both oral and written.
• Ability to operate computer terminals and phone systems.
• Willingness to work overtime and some weekends.
• Pass a background check including credit, drug screen and background review.

Responsibilities

• Serve as the primary voice of Telhio for members during phone interactions.
• Process financial transactions and resolve account disputes for members.
• Open and close accounts; assist with ATM and card issues as needed.
• Provide written correspondence via email, chat and secure messages.
• Maintain quality assurance through call monitoring and professional conduct.
• Promote Telhio products and services while delivering excellent service.
• Ensure compliance with Telhio policies and applicable regulations.

Skills

Customer service mindset

Effective communication

Problem solving

Active listening

Time management

Education

High school diploma or GED

Tools

Cisco Agent Phone System

Job description

At Telhio, we believe proud, valued employees create proud, valued members.

We are committed to developing a pathway of growth for our employees that provides the opportunity for a career—not just a job—where you can develop your skills and be promoted from within, whether working full or part-time!

Our mission is to serve our members' financial needs to create a stronger community. Join our team and you will not only find the pathway of growth you may be looking for, but you'll be helping to make our Ohio communities better and stronger, too.

Working for Telhio has its benefits.

• Immediate vesting eligibility with company-matched 401K
• Competitive paid time off benefits
• Generous number of paid holidays
• Employer paid group disability and group life insurance, plus an AD&D policy
• Incentives for meeting Health & Wellness goals
• Employee-only benefits on checking accounts and loans
• Opportunities for career advancement, and more!

Available Positions

Position:Contact Center Service Agent

Location: 330 Rush Alley

suite 500

Columbus, OH

Job Id:1120

# of Openings:1

Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.

Position Summary:

TheContact Center Service Agentis a convenient primary point of contact for our members. They are the voice of Telhio representing Telhio during all phone interactions. They create and maintain a welcoming and friendly environment at all times while assisting members and potential members over the phone. They provide members with products and services to best suit them to build lasting relationships and increase products per member. They are problem solvers and solutions specialists who may also conduct various transactions. They also uphold and embody Telhio Core Values Caring, Commitment and Integrity.

• Utilizes proper phone etiquette throughout the duration of the call.
• Answer Queue quickly (within 30 seconds) to meet team Service Level goal.
• Answer and handle 90% of calls being sent per individual agent.
• Process Financial Transactions/ Account Dispute Resolution for Members: Check Holds, Transfers, Loan Payments, Visa Payments, Open and Redeem CD's, Pin Resets, Stop Pays, Close Accounts, Corporate Checks, IRA Contributions and Distributions, Shared Branching Overrides, End of Day Balancing, Research and Resolve Account Disputes.
• Assist members with ATM and Debit/ Credit Card complications.
• File Maintenance of Accounts Payoff Request.
• Open and Close Accounts.
• Written Correspondence (Email/Chat/Secure Messages).
• Quality Assurance (Call Monitoring).
• Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call.
• Offered a product/service or investment/ Mortgage Referral.
• Demonstrates active listening and uses effective questioning skills to gather members used.
• Displays solid understanding of credit union products, sounding clear and confident throughout the entire call.
• Contributes toward achieving Contact Center Goals & Objectives.
• Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicable.

What you will need

• High school graduate or G.E.D
• Listening to and Reading people
• Time Management
• Work Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and some Weekends
• Effective communication skills (oral and written)
• Ability to operate computer terminal and phone system
• Ability to Achieve Positive Outcomes with Upset/Anxious members
• Ideally Knowledge of Products & Services,Process Procedures,Documentation, andCisco Agent Phone System
• Telhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background

What you will earn

• Competitive pay
• Benefits: several medical plan options, dental, free vision, free life and free disability insurance
• Matching and immediately vested 401(K) plan
• Generous schedule for paid holidays, vacation and personal time for a healthy work-life balance
• Opportunity for personal career growth, continued education and mentorship programs
• Volunteer opportunities impacting the local community

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally.

This is a Non-CollectiveBargaining Unit
Telhio is an Equal Opportunity Employer

Family members of current Telhio employees, board or committee members or contractors are not eligible for employment with Telhio.