Contact Center Service Agent

**Local Hybrid Remote 60 miles from Clarksville, TN** **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.** **Position Purpose** The Contact Center Service Agent position is responsible for providing exceptional service experiences to our members and potential members. This position delivers personalized banking services primarily through the various forms of remote delivery channels including phone, email, chat and secure message. The Contact Center Service 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 and secure message. * 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, military allotments and direct deposits, processing wire transfers, completing research and preparing fraud and/or dispute documentation. * 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 and/or service. * Educates and promotes the use of different remote services for member convenience. * Addresses all member concerns tactfully and effectively while identifying and presenting ways to resolve difficult situations. * Processes verification of deposits and verification of accounts for other financial purposes, after ensuring 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 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. * Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position to include Bank Secrecy Act compliance. * Attends and participates in all required trainings, meetings and committees. * Participates in community and civic events to promote awarene