Job description

ELGA Credit Union

Solutions & Support Agent - External
Department: Heartbeat Hub
Grade: 6
Reports To: Solutions & Support Manager
Classification: Non-Exempt
Supervises Direct: 0
Supervises Indirect: 0

Role:

To assist members and potential members with their telephone requests; explains services, responds to problems, and directs phone calls to the appropriate area.

Essential Functions & Responsibilities:
80%
Assists members and potential members with their telephone requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. Identifies cross-sell opportunities and cross-sells services to members with Integrity.
10%
Developing knowledge and skills to be an expert in credit union products and systems.
5%
Maintains member account information on computer system.
5%
Performs other related duties as assigned.

Performance Measurements:
1. To take full responsibility for your own success with no excuses and to document your accomplishments towards your objectives at least weekly.
2. Utilizes ACS to achieve 100% of your daily/weekly/monthly and annual sales goals as you have set by handling member requests timely while looking for opportunity to cross sell a product that the member could benefit from.
3. To have complete focus and attention to detail ensuring accuracy with all transactions and member requests, allowing you to have no member service complaints or posting errors. To analyze errors in written format on the rare occasion a mistake is made.
4. To provide exceptional phone service to all members, potential members and associates by following the Quality Assurance Metrics (idle times less than 10%, calls anwsered within 2 minutes, no more than 5% in dropped calls) for the Hub and maintaining an average QA score of 90%. Contributes to the achievement of service survey scores of 4.5 or higher.
5. To meet established expectations of ELGA's Core Factors including but not limited to Accountability, Attitude, Communication, Competence, Continuous Improvement & Innovation and Relationship Building.

Knowledge and Skills:

Experience
One year to three years of similar or related experience.

Education
A high school education or GED.

Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills
Outgoing; Motivated; Must cross sell products and services comfortably over the telephone; Good listening and telephone skills; and computer keyboard; able to make decisions with minimum information. Must have good problem solving skills.

Job Type: Full-time

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