• Senior Agent Call Center

    Job Locations US-TX-Fort Worth
    Req No.
    Business/Client Support
  • The Opportunity

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Senior Agent Call Center to be responsible for serving as a subject matter expert for Team Representatives. The Senior Agent will provide technical expertise to agent representatives regarding member inquiries related to all member services, loan products and technical issues in accordance with CO-OP Member Center guidelines. Act as primary escalation level for team representatives and Credit Union members.




    • Act as a subject matter expert for agent representatives.
    • Partner with Team Leads to maintain up-to-date information related to training materials and procedures.
    • Assists agents on calls to ensure best-practice delivery of service.
    • Answer e-mails from agents pertaining to caller’s questions and inquiries.
    • Reconcile department balancing errors.
    • Research VOC’s from Credit Unions and implement appropriate response or action.
    • Assists with ACD calls in queues as needed.
    • Assists with calls in the Senior Agent queue to include Senior Agent escalation queue as needed/scheduled.
    • Process and complete applications when agents need assistance.
    • Attend required developmental training sessions.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions. 




    What You’ll Need to Succeed

    • 1-2 years of customer service experience.
    • Clear verbal communication, written communication, and reading comprehension in English.
    • Ability to professionally and effectively communicate with all levels of personnel, CO-OP Member Center customers, Credit Union staff and their members
    • Commendable product knowledge as demonstrated by consistently exceeding CMC’s quality expectation.
    • Serve as a role model for contact center generalists as demonstrated by consistent exemplary QA scores, Attendance, AHT, etc.
    • Ability to work a flexible schedule to accommodate business needs.
    • Strong interpersonal skills, attention to detail and results driven.
    • Able to effectively manage multiple tasks to successful completion.
    • Effective problem solving, decision-making and negotiating skills.



    Why Join CO-OP?

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.


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