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1 - 25 Results of 135
OnPath Federal Credit Union
Harahan, Louisiana, United States
16 hours ago

Description

OnPath Federal Credit Union is looking for a

Virtual Contact Agent

At OnPath Federal Credit Union, we share a passion for delivering exceptional service.

Your primary role will involve building relationships with our members, offering personalized solutions and identifying opportunities to help them achieve financial success.

If you thrive in an environment with team members who truly enjoy what they do and you are sales driven and motivated to succeed, then OnPath is the place for you!

Voted five years in a row as one of the Top 40 Places to Work by the Times Picayune, we offer:

  • Competitive Compensation
  • Impressive Benefits Package including Medical, Dental, Life Insurance, and 401(K) Plan
  • Paid Vacation and Sick Time, and more

Interested? Become part of the OnPath team that believes exceptional service defines the core of who we are.

SCOPE:

As a dedicated member of the OnPath FCU team, this role performs a variety of tasks that in partnership with the surrounding departments, provides cost effective financial services for the benefit of our members who are our primary focus. Our core values are what make us E.P.I.I.C. We are Empathetic to the vast situations and needs of our member’s and to each other. We are Passionate about the financial growth and success of our members. We are Innovative in our ideas and goals to remain at the top of our class in financial services. Our Integrity is not an option. We require our employees to be honest and have strong moral principles. We are Committed to our promise to be the best financial advocates for our members and the communities we serve.

PRIMARY FUNCTIONS:

The primary role of the Virtual Contact Agent (VCA) is to provide engaging member service to our members virtually through the Interactive Teller Machine (ITM). This includes but is not limited to handling requests for balance information, transfers, deposits, loan payments, account research, product information, and member service on deposit and loan accounts. The VCA is constantly seeking out opportunities to expand our member's relationship with the Credit Union through member education as well as product and service solutions tailored to each member's needs. This role provides member service and support handling requests of varying degrees of complexity; some routine in nature and others that require more extensive research and problem resolution skills to identify and resolve issues. The Virtual Contact Agent effectively assists members via Interactive Teller Machines located at multiple locations. This position takes complete ownership of the members needs while meeting Credit Union standards.

Virtual Contact Agent Operations:

  • Using ITM technology, receives and processes member financial transactions accurately and in a timely manner.
  • Teller Functions: Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed. Receives member deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
  • Member Service Functions: Assumes responsibility for the effective and professional performance of member service functions. Answer questions and solves problems for members by listening, collecting data, securing answers, and reporting results to the inquiring party.
  • Has working knowledge of online/mobile banking, bill payer, XP2, debit card and credit card services, and Active Teller system.
  • Maintain knowledge of state and federal regulations that guide compliance regarding transactions.
  • Maintain the security of the work area and keep it organized and neat in appearance.
  • Performs duties as assigned by Sr. Virtual Contact Agents or Digital Experience Service Manager as needed.

Digital Experience:

  • Answers the secure chat lines and interacts with members in a professional manner.
  • Takes ownership of members issues when in virtual session, chat, or via phone while unlocking or resolving Digital Banking issues.
  • Assists member in Online/ Mobile banking using emulation when necessary.
  • Helps answer member service emails using existing protocols.
  • Has expert knowledge of our Digital Banking systems, which include but are not limited to Mobile app, Online Banking and IVR.

Leadership:

  • A Virtual Center Agent is expected to lead by example, take initiative, and be open to change.
  • Answers questions from other departments via Virtual Contact Center and other means of communications.
  • Identifies inefficiencies in our process and suggests solutions and software that can be implemented.
  • Encourage and develop cooperation among peer members to ensure a "team effort" and commitment to the established Service Expectations.
  • Participate in continuing education as approved by Digital Experience Branch Service Manager.
  • Holds self and others accountable for professional and ethical behavior as defined by OnPath Federal Credit Union’s mission, culture, and values.
  • Communicates with clarity and direction, and provides frequent exchange of direct, consistent, constructive feedback. Maintains positive relationships, shares credit for accomplishments, celebrates success of others, and takes responsibility for mistakes.
  • Empowered to make decisions exercising good judgment and balances the best interest of the member and the organizational objectives of the credit union.
  • Is open to support and coaching from Senior Contact Center Agents and DX Management to meet our goals and maintain high expectations in our score card.

BASIC REQUIREMENTS:

  • Established history of working well with others.
  • Excellent oral and written communication skills are a necessity. Candidate must possess the ability to read and write effectively. 
  • Candidate must possess strong problem-solving skills.
  • Candidate must have the interpersonal skills necessary to relate to and empathize with others.
  • Must be available to work Monday thru Saturday during flexible business hours open to close at any of our digital departments or area branches.
  • Remote work will be available as business needs require.
  • A high school diploma, some college preferred; and two to three years of financial or retail experience and/or cash handling; customer contact/sales experience preferred.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, view customer information, and talk or hear. The employee is frequently required to stand and walk. The employee must regularly lift and/or move up to 5 pounds and frequently lift and/or move up to 25 pounds.

DISCLAIMERS AND WORK ENVIRONMENT

Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

        ONPATH FCU is an EOE/M/F/Disability/Veteran



Job Information

  • Job ID: 58915364
  • Location:
    Harahan, Louisiana, United States
  • Position Title: Virtual Contact Agent
  • Company Name: OnPath Federal Credit Union
  • Industry: Banking / Accounting / Financial
  • Job Function: Customer Service
  • Job Type: Full-Time
  • Job Duration: Indefinite
  • Min Education: H.S. Diploma/Equivalent
  • Min Experience: 2-3 Years
  • Required Travel: 0-10%
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