Contact Center Service Agent

Telhio Credit Union, Inc.; Columbus (OH); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Company 401K with company match

Competitive PTO

Paid holidays

Disability insurance

Life insurance

AD&D policy

Wellness incentives

Employee banking benefits

Career advancement

Job summary

Telhio Credit Union, Inc. is seeking a Contact Center Service Agent to serve as the friendly voice for members from the Columbus, OH area. You will handle calls, assist with transactions, and guide members to products and services that fit their goals.

The role emphasizes accurate processing, strong communication, and adherence to policies. A dependable team member with a positive attitude is essential for success in this on-site position.

Qualifications

• High school diploma or GED required and strong customer-service orientation.
• Ability to communicate clearly and professionally with members by phone and written channels.
• Proven time-management skills and multitasking under pressure.

Responsibilities

• Serve as primary point of contact for members via phone and secure messaging.
• Process routine financial transactions and account inquiries with accuracy.
• Promote Telhio products and services to meet member needs.
• Adhere to policies, procedures, and regulatory requirements.

Skills

Active listening

Effective communication

Time management

Customer service orientation

Phone etiquette

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:1150

# 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.

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

Family members of current Telhio employees, board or committee members or contractors are not eligible for employment with Telhio.
Please contact Human resources directly at 614-221-3233 ext. 8201 if you have trouble accessing the online site.
Candidates can obtain a paper employment application at any physical branch location if they are unable to apply online.