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Service Agent I (CC 9)

Company: Amplify Credit Union
Location: Austin
Posted on: June 15, 2019

Job Description:



Job Title


Service Agent I (CC 9)




Job Type


Full Time




Category


Call Center




Location


Pond Springs - Austin, TX 78729 US (Primary)




Schedule/s


M-F 8:30-6:00 pm Alternating Sat 9:00-2:00 pm




Job Description

THE ROLE

The Service Agent I is responsible for providing a superior banking experience for members of the credit union through remote channel interactions that personify Amplify's brand and create memorable, long lasting relationships. Under direct supervision, provides assistance to internal and external members by handling a high volume of calls covering the full range of members services in a prompt and professional manner. This position is a combination of needs fulfillment, problem resolution and member education.

THE RESPONSIBILITIES

Demonstrates comprehensive knowledge and competent delivery of all Amplify products and services by phone and through other electronic channels

Provides an excellent member experience by relating well to the member, identifying member needs and recommending appropriate products and services

Communicates effectively during the initial call to minimize the need for future contact and escalation or requests assistance in order to provide complete resolution and member satisfaction

Displays professional telephone etiquette with members and potential members while providing assistance with their banking needs

Creates memorable and positive experiences with every member interaction by consistently going above and beyond our members' expectations while acting responsibly in the member's and the Credit Union's best interests

Consistently meets or exceeds service level requirements by effectively managing inbound calls, including but not limited to: availability, call quality, after call work, etc.

Communicates and coordinates effectively with other departments within the organization to enhance member experience

Demonstrates the ability to de-escalate issues involving upset and/or concerned members

Educates members and promotes the use of various remote services for added member convenience

Performs a variety of services for members including, but not limited to: basic account inquiries, account maintenance, funds transfers, phone payments, stop payment requests and basic online banking resolution

Demonstrates the ability to make sound decisions in ambiguous situations while minimizing the credit union's exposure to risk




Job Requirements

THE QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty exceptionally. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED).

Financial industry and/or call center experience preferred but not required.

Certificates, Licenses, Registrations

Individuals must be bondable by a Credit Union

Software & Equipment Requirements

To perform this job successfully, an individual should have knowledge of and be proficient in the use of a personal computer, Microsoft Office products, 10-key calculator and telephone queue system.

Other Qualifications

Must be able to work a flexible work schedule that includes all hours of Contact Center operation including weekends.

Must have or be able to quickly develop working knowledge of credit union's products and services, Practices and Guidelines, Standard Operating Procedures and state and federal regulations.

This position requires an outgoing, team oriented and solutions driven personality.




Equal Employment Opportunity AMPLIFY is committed to providing equal employment opportunities (EEO) to all applicants without regard to race, color, religion, gender, genetics, sexual orientation, national origin, age, disability, or status as a covered veteran in accordance with applicable federal, state and local laws.

Keywords: Amplify Credit Union, Austin , Service Agent I (CC 9), Sales , Austin, Texas

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