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Co-op services Credit Union Contact Center Lead Agent in Urbandale, Iowa

The Opportunity

We are seeking a talented Contact Center Lead Agentto serve as a subject matter expert for Contact Center Generalists. This position provides technical expertise to team member inquiries related to loans, product, and technical issues in accordance to company guidelines. The Contact Center Lead Agent acts as primary escalation level for CO-OP customers and their members. The incumbent also assists the leadership team with training of staff.

What You Can Look Forward to

  • Investigates and resolves complex member issues.

  • Makes recommendations for process improvements.

  • Meets and/or exceeds all assigned tasks within defined timeframes.

  • Develops and maintains productive working relationship with team and support groups.

  • Facilitates refresher training when assigned.

  • Collaborates with Supervisors to maintain up-to-date information related to training materials and procedures.

  • Assists agents on calls to ensure best-practice delivery of service.

  • Answers phone calls/ e-mails from agents pertaining to caller’s questions and inquiries.

  • Attends required developmental training sessions.

  • Refaxes applications as needed per client.

  • Corresponds with internal departments and external clients as needed.

  • Researches GBU’s from clients and implement appropriate response, or action.

  • Assists with ACD calls in queues as needed.

  • Assists with calls in the General/Coastal Assist queue as needed/scheduled.

  • Handles escalated calls and document for tracking purposes.

  • Processes and completes applications when agents need assistance.

  • Actively supports and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

  • Responsible for reporting risks that are identified to the appropriate team and/or management. Additionally, responsible for managing, monitoring and reporting risks within the scope of your work area, to include, but not limited to Information Security risks.

What You’ll Need to Succeed

  • Completion of high school, or equivalent.

  • 1-2 years’ contact center experience.

  • Proficiency with MS Office.

  • Strong Microsoft Office skills.

  • High level of knowledge in MS, Loans, Coastal and/or TMG.

  • Good verbal and written communication skills.

  • Strong interpersonal skills.

  • Detailed Oriented.

  • Serve as role model for other agents as demonstrated by consistently exemplary QA, Attendance, Adherence,AHT, etc.

  • Must be able to diffuse escalations.

  • Assist agents on calls to ensure best-practice delivery of service.

  • Answer phone calls/ e-mails from agents pertaining to caller’s questions and inquiries.

  • Attend required developmental training sessions.

  • Excel skills preferred.

Why Join CO-OP?

CO-OP is committed to fostering a workplace where every employee feels valued, respected, and connected. We are dedicated to understanding, attracting and engaging a diverse workforce; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. The result of this effort is an inclusive environment where diverse talent thrives. You will be part of an organization that focuses on a strong culture and embodies the credit union movement philosophy of People Helping People. CO-OP’s commitment to reflecting our own core values and purpose extends beyond how we serve our clients and the products that we deliver.

With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation. CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.

CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

The Perks

  • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.

  • Great Work/Life Benefits – Paid Time Off (PTO), Maternity, Parental, Family Care, Adoption Leave Programs, Community Volunteer Time Off, and 10 Paid Holidays.

  • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.

  • 401K with generous company match.

  • Tuition reimbursement.

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Job LocationsUS-TX-Fort Worth | US-IA-Urbandale

Req No. 2021-7241

Category Business/Client Support

Type Full-Time