Contact agent job description

Assist customers with a wide variety of services. Advise as to how to best utilize company products and services in order to meet personal financial goals, and provide the highest quality customer service.

Identify products/services that might be beneficial to members. Provide them with information over the phone about the products/services, and how they would provide value to the member and encourage them to upgrade their relationship with the company (cross-telling/selling).

Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset PINs, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.

Cross-sell Virtual Branch and bill pay services and assist customers in setting up Virtual Branch enrollment and understanding the e-statement process.

Answer incoming calls and determine the needs of the caller and verify the caller’s identity, then determine if you can provide direct assistance (i.e. teller services) of that you will connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.

Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.

Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling customer requests and merchant verifications.
Qualifications and Skills
Up to six months of similar or related experience including time spent in preparatory positions. High school degree or GED required. Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
Position Grade 6. Minimum Starting Wage $16.00
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Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.
Responsibilities

• Supports one line of business to begin learning a VNS Health area of specialty.
• Receives and responds to consumer inquiries. Resolves non-clinical inquiries and complaints related to customer service across VNS Health. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.
• Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed to create a positive experience.
• Establishes effective customer-focused working relationships with consumers to ensure issue resolution.
• Keeps up with all organizational changes and updates through on-going training, coaching and educational materials.
• Adheres to general contact center standards and metrics (e.g., call handling parameters).
• Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.
• Sets up, coordinates and tracks services provided by the LOB, its contractors, and other community agencies and institutions. Follows up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.
• Establishes effective working relationships and communications with consumers and internal contacts to ensure problem resolution.
• Acts as liaison to VNS Health staff, departments and programs to trouble shoot problems and ensure that information received is accurate and updated.
• Participates in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.
• Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports and other data, as needed by management for review.
• Enters required data and reconciles input with documentation.

• Participates in special projects and performs other duties as assigned.

Qualifications


Education:

High School Diploma or equivalent required
Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred


Work Experience:

Minimum of one year of customer service experience preferably in a health care setting required
Excellent oral/verbal communication and customer service skills required
PC skills including Microsoft Office required
Bilingual skills may be required as determined by operational needs.

DATCU is currently looking for Contact Agents. If you are a friendly, customer-oriented individual with phone experience, this would be a great opportunity for you! If you are interested, please read more below!
About DATCU:
DATCU was founded in 1936 and has been around for 86 years! We are a not-for-profit financial institution that helps to make a difference in the community. We encourage our employees growth and hire from within. We offer great benefits such as health insurance, 3+ weeks of paid time off, paid holidays, and a 401k plan. Youll be provided with a positive work environment and youll feel like part of a family. Weve also been named one of the best companies to work for in Texas!
Average Day on the Job:
As a Contact Agent, you will be interacting with our members via phone on a day to day basis. Processing account transfers, loan payments, and cashiers checks. You will open and close accounts, assist members with account problems, and answer their questions. At the end of each day, youll balance your transactions and verify totals. The goal of this position is to ensure our members are promptly and professionally served. This position starts at $18/hour.
Work From Home:
This position works in-office in Corinth, Texas for the first 90 days of employment. After 90 days, there is the potential to work from home on Tuesdays, Wednesdays, Fridays, and Saturdays. You will still work in-office on Mondays and Thursdays.
Work Schedule:
Work times are between 7:45am - 5:15pm Monday through Friday, and 8:45am - 12:15pm on Saturdays.
Job Requirements:

* Excellent customer service skills
* High school diploma or GED certificate
* Phone/call center experience
* Great communication skills
* Computer skills
Ready to join our team?
If this job sounds like a great fit for you, then please fill out our quick online application! We will follow up with you via email/phone regarding the position and what the next steps will be.
Equal Opportunity Employer / Veterans / Disabled
Bilingual a plus.

Job Types: Full-time, Part-time

Pay: $18.00 per hour