• Contact Center Agent (Tempe, AZ)

    1650 S. Priest Drive
    Position Status
    40 HR
    Mon- Fri
  • Overview

    Fast paced environment with aggressive career path opportunities. Responsible for handling member service calls in a prompt and courteous manner. Resolves member questions, concerns, and educates them about credit union products and services.


    Responsible for assisting members with their lending questions and loan applications. Explains credit policies and obtains additional loan information and documentation. Researches, evaluates, and determines whether loans meet Credit Union lending criteria and are within approved lending limits.


    Identify additional cross-sell opportunities working in a sales-focused environment. Establishes and builds member relationships by advising and selling core deposit account, loan products, and other services. Interviews, counsels, and advises members regarding loans, deposits and other products and services, including investment referrals.


    Ability to attain and exceed expected baselines in sales and service. Support marketing and lending initiatives by proactively soliciting additional business for the Credit Union and identifying and selling AFCU products and services.


    • This position has the capability of being NE5 - NE12. 
    • This is an at home, and in office position. 
    • Must be meeting statistical goals, and complete training in addition to current job knowledge, time in position, and other determining factors, in order to be considered for at home.
    • If you need additional information please contact HR.


    1. Assumes responsibility for the effective and professional performance of member service functions.
      1. Receives member telephone questions and concerns in a professional manner. Researches and resolves concerns promptly and professionally.
      2. Provides information to members on accounts, payments, interest rates, blue book estimates, loan options, savings investment programs, mortgage payments, stop payments, and credit bureau ratings, etc.
      3. Provides courtesy rebates requested by Branches or members, within limits.
      4. Interviews, takes applications, and processes preliminary documentation on loan requests. Conducts interviews and discusses loan alternatives, credit criteria, interest rates, and loan documentation in such a manner as to elicit a positive response from the member. Refers member to Loan Review Committee or Counselor as needed.
      5. Evaluates loan applications and credit criteria and determines whether to continue the process or take the consultative approach.
      6. Researches and evaluates insurance information.
      7. Supports all promotions and campaigns.
      8. Researches opportunities to refinance auto/miscellaneous loans at other lending institutions.
      9. Codes own loans as necessary.
      10. Highly motivated and both sales and goal oriented
      11. Sells credit life, disability, and gap insurance as appropriate.
    2. Assumes responsibility for establishing and maintaining effective and professional business relationships with members.
      1. Receives member calls, questions, and complaints. Resolves member requests and questions promptly and courteously.
      2. Keeps members informed of Credit Union services and policies.
      3. Projects and maintains the Credit Union's professional reputation.
      4. Provides miscellaneous information to members including blue book prices, membership information, loan payments and loan rates.
      5. Assists in counseling members whose loan requests were denied, explaining reasons and alternatives.
    3. Assumes responsibility for establishing and maintaining effective coordination and communication with area personnel and with management.
      1. Assists area personnel as needed.
      2. Communicates with area personnel and Management regarding activities and significant problems.
      3. Attends and participates in meetings as required.
      4. Communicates expectations and directions clearly to Loan Processors for processing and mailing paperwork to branches.
      5. Supports all Department and Credit Union personnel as necessary
    4. Assumes responsibility for related duties as required or assigned.
      1. Actively and professionally cross-sells Credit Union products and services.
      2. Keeps work area clean and well-maintained




    •  High school graduate or equivalent.
    • Additional business related course work preferred.


    Required Knowledge:

    • Thorough knowledge of Credit Union products, services, policies, and procedures.
    • Understanding of the InBranch system.
    • Knowledge of credit union lending procedures and LoanPro.
    • Is competent in all essential computer applications required for the development of CU business, and related to increased profitability of Credit Unions.


    Experience Required:

    • 1-3 years experience in a full service financial institution (preferred).
    • Minimum of 2-5 years of progressive credit union experience a must, preferably in areas where product promotion, sales (in person and over the phone) and superior member service skills were demonstrated.
    • Some loan experience preferable.
    • Excellent communication skills and public relations skills



    • Excellent communication and public relations skills.
    • Professional appearance, dress, and attitude.
    • Strong problem solving skills.
    • Strong interviewing and selling skills.
    • Ability to operate related business equipment including 10-key, telephone, and computer.
    • Solid math and bookkeeping abilities.
    • Flexible and able to adapt to procedural changes.
    • Cooperative and works well with others.
    • Able to analyze loan documents.


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