Fulfillment Agent

**Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job\-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands and internal equity.** **Local Hybrid remote 60 miles from Clarksville, TN.** **Position Purpose** The Contact Center Fulfillment Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services through the various forms of remote delivery channels, including phone, email, chat, text, secure message, and video. The Contact Center Fulfillment Agent serves members through a combination of needs fulfillment, problem resolution, effective communication, and member education. **Essential Functions and Basic Duties** * Assists members with account inquiries and transactions via all remote delivery channels; phone, email, chat, text, secure message, and video. * Performs a variety of services for members including, but not limited to: processing funds transfers, troubleshooting and resolving online banking and debit card issues, stop payments, check orders, ordering debit cards, accepting phone payments, changing payroll deductions, processing wire transfers, completing research and preparing fraud and dispute documentation. * Reviews and processes online account requests. * Troubleshoots and provides long\-term problem resolution solutions to members. * Identifies and evaluates the needs of members and potential members and educates them on the appropriate product or service. * Evaluates member’s needs with the purpose of proactively educating members on appropriate financial products and services. * Educates and promotes the use of different remote services for member convenience. * Addresses all member concerns professionally and effectively while identifying and presenting ways to resolve difficult situations. * Processes verification of deposits and verification of accounts for other financial purposes, after insuring proper member authorization to release information is obtained. * Uses time management skills to maximize the number of members that can be assisted while maintaining a high level of member service. * Upholds credit union policies and procedures * Quotes loan payoffs based on the established Consumer Loan Department guidelines. * Conducts follow\-up contact as needed to ensure timely resolution and member satisfaction. * Creates memorable and positive experiences with every member interaction by consistently going above and beyond our member’s expectations. * Proficient in preparing written communications. * Attends and participates in all meetings, trainings and committees as required. * Satisfactorily completes all required compliance training and co