• Austin City Skyline
  • Contact Center Consultant

    Posted: 11/19/2020

    Are you ready for something new?

    Our Contact Center Consultants are the first responders for the Credit Union. Our team of 40+ agents are in the know of any current promotions, upcoming events, and issues; they are ready to assist and educate members about services that will enhance their financial well-being. We will provide the environment for you to grow and develop into a world class member service provider.  This is a great way to start your financial services career!

    Apply today to be the voice of A+ Federal Credit Union!

    Essential Functions for Level I

    • Answer all incoming calls within the established ring time goal
    • Ensure proper identification of members using Security PINs or approved security questions prior to releasing information or conducting transactions
    • Staying aware of any phone, check or debit card scams to identify potential loss or fraud 
    • Use pleasant, professional voice, and good listening skills to enhance service
    • Assist members with loan inquires, payoff request, rate information, and processing payments
    • Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
    • Attain and maintain knowledge of all credit union products and services
    • Inform existing and prospective members of current promotions or updated products/services
    • Utilize online account opening system to open various types of accounts for members
    • Answer questions regarding cleared items, direct deposits, and check holds
    • Be knowledgeable of regulation requirements as applicable to debit card holds, pending transaction processes, Ability to explain requirements to the members
    • Assist members with trouble shooting and resolving issues by accessing member’s online activity and resetting or unlocking logins
    • Prepare and submit all wire transfer requests following appropriate procedures
    • Use DocuSign system to securely send appropriate requested documents to members
    • Make fee reversal decisions within approved limits
    • Participate in outside credit union sponsored activities and community/education events to increase credit union awareness

    Education and Experience

    • High school diploma or GED equivalent
    • Minimum of six months financial institution experience or equivalent call center experience preferred

    Knowledge, Skills & Abilities

    • Skilled use of phone system, computer, and all related software
    • Excellent verbal and written communication skills
    • Research, problem solving skills and dealing with potential conflict
    • Basic math/accounting skills
    • Bilingual Spanish preferred
    *For more information about our hiring process and benefits, click the following link: https://aplusfcu.org/careers/ 

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