Position Title: 

Call Center Agent

Reports To: 

Call Center Supervisor / Call Center Manager

Basic Function: 

Answers telephone inquiries regarding Credit Union services and member accounts. Resolves problems encountered on member accounts and/or refers problems to the appropriate department for resolution as needed. 

Responsibilities:

• Answers telephone inquiries regarding RRCU services and member accounts. Resolves problems encountered on member accounts and refers errors and problems to the Call Center Supervisor/Manger for resolution as needed. 
• Handles member account activity. 
• Identifies & cross-sells relevant services. 
• Makes withdrawals for members by teller’s check for mailing to account address. Transfers loan/credit card payments and account transfers as requested by members and according to Call Center policy. 
• Assists members with debit/credit card inquiries and/or problems.  
• Places check orders following Call Center Policy.
• Assists members with online banking/bill payment/electronic statement services.  
• Quotes current loan and savings rates.   
• Cross-trains to learn Call Center Agent II skills.
• Adheres to all Red River Employees Federal Credit Union policies and procedures.
• Performs other related duties as assigned.

Qualifications:

• High school diploma or the equivalent.
• One or more years of experience in a financial institution, preferred.
• Competent computer skills and use of standard office equipment.
• Good communication skills, professional telephone skills and manners, and ability to explain RRCU services in an understandable manner. 
• Ability to meet, speak, and deal effectively with people, being professional always.
• Must maintain a neat and professional image.
• While the following list is not exhaustive and may be supplemented, identified physical requirements include the ability to operate normal office equipment and some transporting, not to exceed 25 pounds.
• Ability to follow the core values of Team-Focused, Excellence, Authenticity, and Leading in Innovation.