Call Center Agent Job at HawaiiUSA Federal Credit Union in Pearl City

The Call Center Agent is responsible for creating member loyalty by identifying member needs and offering financial solutions through our products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers all incoming member calls in a professional, timely and courteous manner, following established standards and guidelines for excellent member service and efficiency.
• Assists members with informational or transactional requests with and in accordance to our policy and procedure guidelines.
• Ensures safeguarding of member information by following identification and document retention policies.
• Effectively deals with member concerns which may include researching, determining possible accuracy resolutions, etc.
• Able to handle member inquiries, discrepancies, complaints, and concerns in a professional manner (IE. research, resolution, etc.)
• Maintains up-to-date knowledge of all credit union products and services along with the benefits and features of each.
• Recognizes cues for cross sell opportunities.
• Able to sustain member relationships with HIUSA through effective communication.
• Provides members with financial wellness education
• Maintains occupancy times to meet service goals
• Recommends alternative solutions to enhance operational processes
• Proactively supports our “Life Matters” brand and culture.
• Performs other duties as assigned.

EDUCATION AND SKILLS

• High School Diploma or GED, required.
• Basic keyboarding and data entry skills including knowledge of Outlook, Word, and Excel.
• Ability to learn complex procedures and navigate multiple computer systems simultaneously.
• Requires clear and professional communication in writing, in person, and on the telephone.
• Critical thinking skills to summarize member needs and find a resolution.
• Empathetic and good listening skills.
• Trouble shooting and problem-solving skills & techniques.

MINIMUM PHYSICAL REQUIREMENTS

• Sitting for prolonged periods at a desk working on a computer.
• Walking on occasion for up to 2 hours per day.
• Reaching, bending, twisting, turning frequently.
• Lifting, pulling, pushing, and carrying up to 30 pounds on occasion.
• We'll make reasonable accommodations for qualified applicants and employees with disabilities.

BENEFITS AND PAY

The expected pay range for Call Center Agent is $20.00 - $22.00 per hour.

We cover 100% of employees single medical, drug, vision, and dental monthly health insurance premiums. Employees also love receiving paid volunteer time, our pay it forward program, and matching their charitable donations up to $250 per year per employee. Tuition assistance for higher education is another special way we invest in our workforce. Benefits include, Paid Time Off and 11 Paid Holidays, 401(k) and 3% Employer Contribution, Health insurance, Paid time off, Vision insurance, Dental insurance, Prescription drug insurance, Tuition reimbursement, Life insurance, Flexible spending account, Disability insurance, Health savings account, Opportunities for advancement, Employee assistance program, Referral program, Retirement plan, Employee discount, Paid training, Professional development assistance, AD&D insurance, Volunteer time off, Credit union membership, Paid orientation, and more.

Make a difference one life at a time!