• Lead Agent Representative

    Job Locations US-TX-Fort Worth
    Req No.
    2018-2765
    Category
    Business/Client Support
    Type
    Full-Time
  • The Opportunity

    CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Lead Agent Representative to serve as a subject matter expert for Contact Center Generalists. Provide technical expertise to team member inquiries related to loans, product, and technical issues. Act as primary escalation level for customers and their members. Assist the leadership team with training of staff.

     

    Responsibilities

     

    • Investigate and resolve complex member issues.
    • Make recommendations for process improvements.
    • Meet and/or exceed all assigned tasks within defined timeframes.
    • Develops and maintain productive working relationship with team and support groups.
    • Facilitate refresher training when assigned.
    • Collaborate with Team Lead to maintain up-to-date information related to training materials and procedures.
    • 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.
    • Refax applications as needed per client.
    • Correspond with internal departments and external clients as needed.
    • Research GBU’s from clients and implement appropriate response, or action.
    • Assist with ACD calls in queues as needed.
    • Assist with calls in the senior agent queue as needed/scheduled.
    • Handle escalated calls and document for tracking purposes.
    • Process and complete applications when agents need assistance.
    • 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 call center experience.
    • Well Versed with Microsoft Office.
    • Professional oral 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.
    • Refax applications as needed per client.

    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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