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MEMBER LOGIN
Become a Part of Our Team
At AmeriChoice, we pride ourselves on building the best possible staff of energetic, hardworking, and dedicated individuals. Together, we can build the best possible team to best serve the needs of our members.
Full Time benefits include:
- Medical, Dental, Vision and Prescription Coverage
- Paid Time Off
- Paid Life Insurance
- Flexible Spending Accounts
- Matched 401k/ROTH Plans
- Paid Holidays
We’re looking for energetic, dedicated individuals to join our team. View the career opportunities below and submit your resume along with salary requirements to humanresources@americhoice.org or fax it to (717)697-3713. EOE.
Contact Center Agent
POSITION: CONTACT CENTER AGENT
REPORTS TO: VP MEMBER EXPERIENCE
FLSA STATUS: NONEXEMPT
JOB SUMMARY:
The Contact Center Agent will be responsible for engaging members by telephone, online, and in person to answer questions and expand relationships. The agent will provide efficient member service with every interaction; they will remain energetic, upbeat, and personable while maintaining professionalism and efficient service. They will promote products or services that will benefit the members where appropriate. The agent will accurately and efficiently handle a variety of teller transactions and assist branch personnel as needed.
ESSENTIAL JOB FUNCTIONS:
- Professional, efficient, and courteous service to members by telephone, online or in person while maintaining member confidentiality.
- Excellent telephone, computer, and communication skills; both written and verbal.
- Ability to answer inbound calls quickly and provide accurate, satisfactory answers and assistance.
- Ability to de-escalate situations involving dissatisfied members, offering patient assistance and support.
- Guide members through troubleshooting, navigating the AmeriChoice website, and using online electronic services.
- Provide accurate rates and terms for deposit accounts and loan products.
- Complete requests by conducting minor maintenance and transactions as necessary.
- Accurate balancing of cash and daily transactions for assigned cash drawer, branch balancing totals, cash vaults, and automated teller machines as needed.
- Accurately process deposits, transfers, withdrawals, loan payments, and sales of negotiable instruments.
- Quickly connect inbound callers to additional areas for immediate assistance.
- Review member accounts and obtain current contact information with each caller.
- Collaborate with other contact center agents to improve member service.
- Help to train new contact center agents as necessary.
- Verify member identity and handle requests or refer to appropriate department.
- Maintains current knowledge of the credit union’s products and services in order to proactively promote and cross sell items to members. Assists members with setting up and using the products or services.
- Responsible to understand, monitor and report activity associated with department business objectives to assist the Credit Union’s compliance with the Bank Secrecy Act.
- Performs in a professional manner setting the highest possible standard for the Credit Union while following “The AmeriChoice Way Standards of Service”.
- Attend meetings and training sessions as required.
- Perform other duties and responsibilities as required or assigned.
QUALIFICATIONS REQUIRED:
- High School Diploma or equivalent.
- Two to three years’ experience in customer service, preferably at a financial institution.
- Excellent verbal communication skills.
- Ability to cross sell and develop relationships with members.
KNOWLEDGE, SKILLS AND ABILITIES:
- Ability to read and write.
- Ability to count and work with numbers and details effectively.
- Ability to work effectively with people at all levels, orally, in writing, or by phone.
- Ability to effectively and efficiently communicate orally, in writing, and by phone.
- Ability to deal with members effectively (friendliness, tact and diplomacy.)
- Ability to learn, apply, and communicate knowledge of deposit products, transaction products, ATMs, payroll.
- Ability to learn, apply and communicate knowledge of teller department policies and procedures.
- Ability to input and retrieve date from computer.
- Ability to use a calculator.
- Ability to discern cash and coin.
- Ability to use and learn office machines (i.e., copier, fax, terminals).
- Ability to multi-task and prioritize work flow
WORK ENVIRONMENT:
Job requires little physical effort and is basically a desk assignment. Work create moderate to heavy stress during certain periods. Job does not have specific volume and pace of work standards except that the job includes specific deadlines. Job requires extensive contact with managers, employees, and members on a continual basis. This work requires the following physical activities: sitting, standing, walking, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity. The work is performed primarily indoors.
NOTICE:
This job description is not intended to be, nor should be construed as a contract for employment. AFCU makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what the credit union has defined this position to be.
AFCU is willing to accommodate disabilities to the extent of a financial services organization can without impacting financial control or member service. AFCU is an Equal Opportunity Employer.