Contact Center Agent III

PRIMARY OBJECTIVE OF POSITION

Deliver an exceptional member experience by efficiently handling high-volume inbound calls and digital inquiries, resolving member issues accurately, and completing transactions in real time. Utilize strong product knowledge and effective questioning to identify member needs, provide appropriate solutions, and promote relevant credit union products and services during each interaction.

ESSENTIAL JOB FUNCTIONS

• Provide a consultative sales approach to meet our members’ financial needs by proactively identifying opportunities to cross-sell and up-sell beneficial products and services.
• Responsible for handling all escalated calls involving Rally Credit Union electronic services (i.e. internet and mobile banking). Product knowledge experts in Tier 1,2, and 3 calls.
• Accountable for higher risk transactions such as: Debit Card Limit Increases, Zelle Restriction Reviews and increases, New Member Applications, returned external deposits, release debit card holds, review cashapp blocks. Abide by FACTA (fraud prevention), understand merchant category codes and exclusions, research fraud alerts, manual debit card activation, research application status ,resolve duplicate apps as necessary,add users to business owner accounts, create term share certificates, support members through bulk account openings, research rejected applications when necessary, trouble shoot Point of Sale response codes.
• Troubleshoot member internet banking issues
• Troubleshoot member billpayer issues
• Responsible for handling all escalated calls debit/credit cards.
• Research declined transactions and cards not working.
• Validate transactions and determine whether to remove blocks from cards as necessary
• Support staff with member problems and questions
• Notating card processor with travel notifications from members
• Educate members on smart card and online banking features
• Assist Contact Center Agents with Member Service calls.
• Provide information/research to members on overall account and/or transactions.
• Knowledgeable of and provide information to members and potential members on all credit union services and products.
• First call Resolution Oriented
• Comply with current Rally Credit Union Policies and Procedures, and Rules and Regulations as required by law.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• Other Duties as Assigned

RELATIONSHIPS AND CONTACTS

Supervise Approximately: None

Reports To: Contact Center Manager

Contacts: Extensive daily telephone contact with members and frequent contact with other departments and agents