Position:Contact Center Service AgentLocation:Columbus, OHJob Id:606-OUT

　　of Openings:1Formed in 1934, Telhio Credit Union began as a credit union for Columbus Telephone Company (now AT&T) employees. Over 85 years later, Telhio now serves over 70,000 member-owners throughout central and southwest Ohio though our 13 full-service branch offices, online and with our mobile app. As the 6th largest credit union in Ohio, and the #1 ranked SBA Lender among Ohio credit unions, Telhio is a strong financial institution that continues to serve its members and community through extraordinary service, innovative financial solutions and a commitment to our communities. After generations of service and growth, we never lose focus of our original 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 callAnswer Queue quickly (within 30 seconds) to meet team Service Level goalAnswer and handle 90% of calls being sent per individual agentProcess 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 DisputesAssist members with ATM and Debit/ Credit Card complicationsFile Maintenance of Accounts Payoff RequestOpen and Close AccountsWritten Correspondence (Email/Chat/Secure Messages)Quality Assurance (Call Monitoring)Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire callOffered a product/service or investment/ Mortgage ReferralDemonstrates active listening and uses effective questioning skills to gather members usedDisplays solid understanding of credit union products, sounding clear and confident throughout the entire callContributes toward achieving Contact Center Goals & ObjectivesConform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicableWhat you will need:High school graduate or G.E.DListening to and Reading peopleTime ManagementWork Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and some WeekendsEffective communication skills (oral and written)Ability to operate computer terminal and phone systemAbility to Achieve Positive Outcomes with Upset/Anxious membersIdeally Knowledge of Products & Services, Process Procedures, Documentation, and Cisco Agent Phone SystemTelhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal BackgroundMust have a valid/unexpired driver's licenseWhat you will earn:Competitive payOpportunity to earn incentive and bonusBenefits: medical, dental, vision, life and disability insurance6% matching and immediately vested 401(k) planPaid holidays, vacation and personal timeOpportunity for personal career growth, continued education and mentorship programs