Job Description

Member Care Agent

Create your success story at Delta Community Credit Union where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That's why we're one of Atlanta's Best Places to Work! Whether you're starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Member Care Agent provides quality assistance for all members using the telephone and secure email channels. The Member Care Agent serves as the member's integral contact for all financial services including membership applications, new accounts, loans and all services associated with Delta Community products. The agent also uses listening skills to assess member needs and cross sells various products and services that will benefit the member including; checking accounts with check card, credit cards, deposit products and consumer loan products. In addition to production and quality expectations, the agent is accountable for the development and enhancement of DCCU relationships by providing measurably superior customer service. The successful candidate must be willing to work a full-time schedule with shifts that run from 7 am to 8 pm. The schedule may include the evenings, weekends, rotating Saturdays, work from home and some holidays.

After training, new team members may be assigned to a shift that may be significantly different than the training schedule. The shift may include working every Saturday, as well as not having two consecutive days off until the next shift bid. New team members will remain on the post-training shift until the employee is eligible to bid on a shift they select from the available options. New team members are eligible to bid on a new shift following conclusion of new hire training and completion of three scorecards. New team members are often awarded shifts with later start times until they are able to hold different shifts based on performance. Practices safety conscious behaviors in all operational processes and procedures.

Essential Functions:

• Excellent listening skills and attention to detail.
• Deliver high quality of service by using superior listening skills, empathy, confidence and professionalism to ensure Member Satisfaction.
• Understand and adhere to company verification policies and procedures.
• Utilize online support tools to research data, maintain accurate notes to resolve members' issues effectively.
• Maintain a positive outlook and professional behavior at all times.
• Access multiple platforms and/or interact with various departments to research and resolve members questions.
• Respond to inquiries on member accounts which may include balance inquiries, transfers, payment processing, open additional accounts for existing memberships, referrals and cross sell products, etc.
• Respond to secure mail, as assigned.
• Assist a high volume of members per day via incoming delivery channels.
• Efficiently transition from one call to the next.
• Production and quality expectations to include average talk time, hold time, after call work, quality assurance and schedule adherence.
• Log in and out of systems in a timely manner, ensuring accurate time tracking.
• Maintain proficiency in deposits, loan, and other ancillary products.
• Strong verbal skills.
• Update job knowledge by studying new product descriptions; participating in educational opportunities.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications:

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications:

• High School diploma or equivalent.
• 1+ years' of customer service and/or sales experience.
• Provide a consistent, courteous and positive member service experience.
• Demonstrate effective interpersonal skills such as strong verbal and written communication skills.
• Ability to multi-task in fast paced and diverse environment.
• Must be sales and goal oriented focused.
• Possess strong organizational and time management skills.
• Demonstrated proficiency with Microsoft Office tools, email, and internet navigation.
• Possess strong broadband connections to include 20-megabit internet service.
• Must comply and/or maintain departmental Work At Home guidelines
• Be detail oriented and work with minimum supervision.
• Exhibit knowledge of customer service principles and practices.
• Promote a collaborative, cooperative, and productive working environment.
• Perform essential job functions, including the ability to sit approximately 8 hours a day.
• Demonstrate knowledge of credit union products, services, systems, policies, and procedures.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act.

Preferred Qualifications:

• Bachelor's degree in Business or a related field.
• 2+ years' of customer service and/or sales experience.
• 1+ years' experience in a contact center.
• 1+ years' experience in a financial sales and service environment.
• Knowledge of contact center performance metrics.

Employee benefits include:

• Medical, Dental and Vision Coverage
• Basic Life and Accidental Death &Dismemberment Insurance, Long Term Disability, Employee Assistance Program and MyAdvocate
• Supplemental Insurance or Voluntary Insurance
• 401(k) Plan with Company Match
• Vacation, Holidays and Personal Time Off
• Paid Maternity and Paternity Leave
• Pre-tax Health and Dependent Care Spending Accounts
• Benefit Choice Program
• Health Reward Dollars
• Discount on Gym Reimbursement and Identity Theft Programs
• Legal Services

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