The Contact Center Associate serves as a primary point of contact for Credit Union of Atlanta members via telephone, email, and fax. This role is responsible for providing exceptional service, addressing member needs, supporting account and loan inquiries, and identifying opportunities to cross-sell products and services. The Contact Center Associate is a key ambassador of our brand and is expected to uphold the values and behaviors aligned with our “Beacon of Excellence” and ensure a superior Total Member Experience.

PRIMARY RESPONSIBILITIES:

1. Respond      to member inquiries through phone, email, and fax, providing information      on accounts, loans, products, and services.
2. Verify      the identity of each caller to maintain member security and      confidentiality.
3. Accurately      document all interactions and account activities during each member      contact.
4. Assist      members with account transactions such as transfers, payments, stop      payments, check requests, and file maintenance.
5. Open      and close accounts and initiate membership and loan applications via      telephone.
6. Research      and resolve issues related to deposits, withdrawals, loan payments,      overdrafts, fees, and other account discrepancies.
7.   Support      members in using electronic services including online banking, mobile      banking, remote deposit, and bill pay.
8. Set up      and troubleshoot home banking and online bill payment services.
9. Process      loan payments, account deposits, withdrawals, and temporary checks as      needed.
10. Transfer      calls to appropriate departments when further assistance is required.
11. Actively      identify and recommend products or services that meet members' financial      needs.
12. Consistently deliver a professional, courteous, and member-focused experience 

Qualifications & Skills

• Excellent      verbal and written communication skills
• Strong      problem-solving and decision-making abilities
• Ability      to multitask in a fast-paced, contact center environment
• Detail-oriented      with strong organizational skills
• Proficiency      with digital banking platforms and standard office software
• Commitment      to delivering outstanding member service
• Excell      is a plus 

  Cultural Expectations

• Demonstrate      the Credit Union of Atlanta’s “Beacon of Excellence” behaviors
• Promote      a positive team environment and collaborative workplace culture
• Ensure      every member interaction reflects our commitment to the Total Member      Experience

Knowledge and Skills:

· Good interpersonal skills

· Computer skills, (MS Word or Word Perfect, Excel).

· Organization and problem-solving skills 

· Time Management skills, and the ability to meet deadlines.

· Ability to work independently without direct supervision

· Self-directed with excellent judgment

· Strong written and verbal skills

Physical and other job requirements:

· Flexible hours and some Saturdays

· Light lifting

· Georgia License required

· Notary Eligibility required