Job Description
Position:
Contact Center Service Agent
Location:
Columbus, OH
Job Id:
654
# of Openings:
1
Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.
The Contact Center Service Agent is a convenient primary point of contact for our members. They are the voice of Telhio representing Telhio during all phone interactions. They create and maintain a welcoming and friendly environment at all times while assisting members and potential members over the phone. They provide members with products and services to best suit them to build lasting relationships and increase products per member. They are problem solvers and solutions specialists who may also conduct various transactions. They also uphold and embody Telhio Core Values Caring, Commitment and Integrity.
What you will do:
Utilizes proper phone etiquette throughout the duration of the call
Answer Queue quickly (within 30 seconds) to meet team Service Level goal
Answer and handle 90% of calls being sent per individual agent
Process Financial Transactions/ Account Dispute Resolution for Members: Check Holds, Transfers, Loan Payments, Visa Payments, Open and Redeem CD's, Pin Resets, Stop Pays, Close Accounts, Corporate Checks, IRA Contributions and Distributions, Shared Branching Overrides, End of Day Balancing, Research and Resolve Account Disputes
Assist members with ATM and Debit/ Credit Card complications
File Maintenance of Accounts Payoff Request
Open and Close Accounts
Written Correspondence (Email/Chat/Secure Messages)
Quality Assurance (Call Monitoring)
Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call
Offered a product/service or investment/ Mortgage Referral
Demonstrates active listening and uses effective questioning skills to gather members used
Displays solid understanding of credit union products, sounding clear and confident throughout the entire call
Contributes toward achieving Contact Center Goals & Objectives
Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicable
What you will need:
High school graduate or G.E.D
Listening to and Reading people
Time Management
Work Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and some Weekends
Effective communication skills (oral and written)
Ability to operate computer terminal and phone system
Ability to Achieve Positive Outcomes with Upset/Anxious members
Ideally Knowledge of Products & Services, Process Procedures, Documentation, and Cisco Agent Phone System
Telhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background
Must have a valid/unexpired driver's license
What you will earn:
Competitive pay
Opportunity to earn incentive and bonus
Benefits: medical, dental, vision, life and disability insurance
6% matching and immediately vested 401(k) plan
Paid holidays, vacation and personal time
Opportunity for personal career growth, continued education and mentorship programs
Volunteer opportunities impacting the local community
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, you will need to have good manual dexterity as well as speaking and hearing ability. This position requires sitting; some reaching; standing; some stooping or kneeling. The employee must occasionally lift and move up to 50 pounds. It is expected that the employee will read, compile, compute and record numerical and statistical data. Must drive occasionally.
This is a Non-Collective Bargaining Unit.
Apply for this Position
Telhio is an Equal Opportunity Employer
