Contact Center Service Agent

Telhio Credit Union; Columbus (OH); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical plans

Dental coverage

Vision coverage

Life insurance

Disability insurance

401(k) matching

Job summary

Telhio Credit Union in Ohio is seeking a Contact Center Service Agent to be the friendly voice for our members over the phone, delivering helpful product recommendations and resolving issues.

You will handle transactions, assist with ATM and card problems, open/close accounts, and maintain a welcoming environment while upholding Telhio's core values of Caring, Commitment and Integrity. This role emphasizes strong communication and teamwork, with opportunities for growth.

Qualifications

• High school diploma or GED required.
• Excellent listening and reading comprehension.
• Strong time management and organizational skills.
• Willing to work overtime and some weekends.
• Clear oral and written communication.
• Able to operate computer terminal and phone system.
• Knowledge of Telhio products and procedures preferred; Cisco Phone System knowledge.
• Must pass background check (credit, drug, bondability, criminal).

Responsibilities

• Answer high-volume calls with proper etiquette.
• Handle financial transactions and account disputes.
• Assist with ATM and debit/credit card issues.
• Open/close accounts and process correspondence.
• Maintain quality through call monitoring.
• Promote products and referrals.
• Adhere to Telhio policies and regulations.

Skills

Listening to and Reading people

Time Management

Effective communication (oral & listed

Flexibility with schedule

Operate computer terminal and phone系统

Cisco Agent Phone System knowledge

Education

High school diploma or GED

Job description

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.

Responsibilities

• 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