Meritus Credit Union · 1 month ago
Member Support Agent (Call Center Agent)
Main, Lafayette, LA, US
Full-time
Onsite
New Grad, Entry Level
$16/hr - $19.39/hrMeritus Credit Union is seeking a Member Support Agent to provide information and customer service regarding their products and services to credit union members. The role involves handling member inquiries via telephone and other communication methods while ensuring high-quality service and satisfaction.
BankingFinanceFinancial ServicesLending
Responsibilities
Serve membership by providing quality service and information in a pleasant, professional, and efficient manner via telephone and other communication methods
Listen, comprehend, acknowledge and validate member needs in a proactive approach
Verify and confirm member identity, reviewing accounts for proper ownership and relaying information within set policies and procedures
Research and solve routine member questions, problems, and complaints concerning all credit union offered services (accounts, lending, plastics, self-service options, etc.). Ensuring proper follow up and satisfaction
Problem resolution provided with positive alternative solutions for members’ future benefit while focusing on member retention
Job knowledge is essential by retaining and keeping abreast of credit union changes, procedures, policy and internal department correspondence
Agents must take ownership of call, providing resolution and information with limited department out-reach while conducting regular member check-ins
Recognizing when a call should be moved over to a more specialized employee/department
Ability to de-escalate an irate caller but also recognized when to escalate call to appropriate manager/supervisor
Notating a member account/file when appropriate using system tools
Ensure that all credit union member and employee-related business is kept in the strictest confidence
Keep up with and maintain department set goals and efficiency standards. Proactively monitor, and strategically react to call volume while keeping policies/procedures and service standards in place to reach assigned goals and metrics
Cross-sell credit union products and services when appropriate while still adhering to goals set
Complete member/account maintenance including but not limited to processing stop payments, complete plastic requests, address changes, loan payments, wire transfers, etc
Answer multi-line phone system, disseminate information or resolve questions, and /or route calls to appropriate individual. Put calls on hold and coordinate follow through so caller is handled as promptly as possible and/or put into voice mail or take message at caller’s request. Hold times require regular check-ins
Utilize credit union procedures and computer applications that may include email, internet, word processing, spreadsheet, and database and system software
Report malfunctions of the phone equipment used at the station
Provide administrative and clerical support as required. This may include generating correspondence or reports, creating spreadsheets, presentations, labels, forms, etc. Mail, fax or e-mail necessary forms to members and prospective members
Continuously check call center voice mails, forward as needed and reply to messages accordingly
Treat all credit union members and employees with a positive and cooperative attitude
Additional duties as assigned by supervisor
Qualification
Required
Professional, well-developed interpersonal skills essential to deal courteously and effectively with a diverse group of callers and visitors
Work requires knowledge of a multi-line phone system and word processing
Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)
Work requires frequent lifting of up to 20 pounds and occasional lifting of up to 35 pounds when carrying boxes and supplies to the stock room
This work requires frequent sitting
This activity also requires occasional bending, squatting, twisting and reaching
Preferred
Previous work in a financial institution a plus
Bilingual (English/Spanish) candidates are encouraged to apply
Company
Meritus Credit Union
Meritus Credit Union is a financial service & banking firm offering loans & other financial solutions.
Founded in 1954
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Amy Simon, CPA, CCUE
Executive VP / CFO
Company data provided by crunchbase