Contact Center Agent (Call Center)

Air Academy Credit Union is seeking a Contact Center Agent at their corporate location in Colorado Springs, Colorado, to help members achieve their financial goals. The role involves handling high call volumes, educating members on products and services, and resolving inquiries with a focus on sales and customer service.

Responsibilities

• Responsible for handling high call volume, inquiries, and processes in the call center for the Service Queues, including phone and messaging services
• Responsible for delivering and educating members on all credit union products and services via the call center, with a strong emphasis on achieving monthly and annual sales goals
• Possesses thorough knowledge of our Internet Banking Services, including basic browser knowledge, assisting members with signing onto the website/internet banking, and answering questions regarding internet banking capacities
• Possess knowledge and ability to troubleshoot smartphone and tablet applications and devices within credit union electronic delivery channels
• Research and provide a problem resolution to member issues and diffuses escalating member situations
• Responsible for administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of member information and the AACU information systems
• Tier 1 includes supporting members with basic transactions and account maintenance, credit card and loan payments, debit card maintenance and inquiries, online banking and ACH assistance
• Tier 2 includes all responsibilities of tier 1 (above as well as handling specialized transactions such as consumer loan maintenance, retirement account transactions, and wires
• Tier 3 responsibilities include, but not limited to, extensive outbound calling, member retention and opening new accounts

Skills

• High school diploma or general education degree (GED); plus, one-year related experience and/or training in sales, call center and/or financial services environment preferred
• Excellent communication and organizational skills
• Ability to work branch hours as needed including some Saturdays
• Ability to educate and promote credit union products and services
• Responsible for handling high call volume, inquiries, and processes in the call center for the Service Queues, including phone and messaging services
• Responsible for delivering and educating members on all credit union products and services via the call center, with a strong emphasis on achieving monthly and annual sales goals
• Possesses thorough knowledge of our Internet Banking Services, including basic browser knowledge, assisting members with signing onto the website/internet banking, and answering questions regarding internet banking capacities
• Possess knowledge and ability to troubleshoot smartphone and tablet applications and devices within credit union electronic delivery channels
• Research and provide a problem resolution to member issues and diffuses escalating member situations
• Responsible for administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of member information and the AACU information systems
• Tier 1 includes supporting members with basic transactions and account maintenance, credit card and loan payments, debit card maintenance and inquiries, online banking and ACH assistance
• Tier 2 includes all responsibilities of tier 1 (above as well as handling specialized transactions such as consumer loan maintenance, retirement account transactions, and wires
• Tier 3 responsibilities include, but not limited to, extensive outbound calling, member retention and opening new accounts
• Dependable - Commit to showing up on time and prepared to provide world class service to both internal and external members
• Sales and Service Oriented – Discover member's needs, provide solutions, and deescalate calls
• Quality - Handle calls promptly and provides accurate service
• Resilience – Ability to move from one situation to the next with a clear and open mind
• Communication Skills - Listening to understand a member and make them feel heard

Benefits

• Paid sick and vacation days
• Comprehensive medical, dental, and vision plans
• Outstanding 401K retirement plan
• Tuition reimbursement program
• Auto loan discounts
• Mortgage loan discounts

Company Overview