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Position:Contact Center Service AgentLocation:330 Rush Alleysuite 500Columbus, OHJob Id:952# of Openings:1Formed in 1934, Telhio began as a credit union for Columbus Telephone Company (now AT&T) employees. Telhio now serves over 70,000 member-owners throughout central and southwest Ohio. As one of the largest credit unions in Ohio, Telhio is a strong financial institution that continues to serve its members through extraordinary service, innovative financial solutions and community involvement. After generations of service and growth, we never lose focus of our three core values - Caring, Commitment, and Integrity.Position Summary:The Contact Center Service Agent is a convenient primary point of contact for our members. They are the voice of Telhio representing Telhio during all phone interactions. They create and maintain a welcoming and friendly environment at all times while assisting members and potential members over the phone. They provide members with products and services to best suit them to build lasting relationships and increase products per member. They are problem solvers and solutions specialists who may also conduct various transactions. They also uphold and embody Telhio Core Values Caring, Commitment and Integrity.Responsibilities:Utilizes proper phone etiquette throughout the duration of the call.Answer Queue quickly (within 30 seconds) to meet team Service Level goal.Answer and handle 90% of calls being sent per individual agent.Process Financial Transactions/ Account Dispute Resolution for Members: Check Holds, Transfers, Loan Payments, Visa Payments, Open and Redeem CD's, Pin Resets, Stop Pays, Close Accounts, Corporate Checks, IRA Contributions and Distributions, Shared Branching Overrides, End of Day Balancing, Research and Resolve Account Disputes.Assist members with ATM and Debit/ Credit Card complications.File Maintenance of Accounts Payoff Request.Open and Close Accounts.Written Correspondence (Email/Chat/Secure Messages).Quality Assurance (Call Monitoring).Displays a warm, friendly and professional manner using appropriate phone etiquette throughout the entire call.Offered a product/service or investment/ Mortgage Referral.Demonstrates active listening and uses effective questioning skills to gather members used.Displays solid understanding of credit union products, sounding clear and confident throughout the entire call.Contributes toward achieving Contact Center Goals & Objectives.Conform/Comply with all applicable Telhio policies and procedures (internal controls) and Federal, State and Local regulations applicable.What you will need:High school graduate or G.E.DListening to and Reading peopleTime ManagementWork Style/Trait: Flexibility relative to Work Schedule and Willing to Work Overtime and some WeekendsEffective communication skills (oral and written)Ability to operate computer terminal and phone systemAbility to Achieve Positive Outcomes with Upset/Anxious membersIdeally Knowledge of Products & Services, Process Procedures, Documentation, and Cisco Agent Phone SystemTelhio applicants must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal BackgroundWhat you will earn:Competitive payBenefits: several medical plan options, dental, free vision, free life and free disability insuranceMatching and immediately vested 401(K) planGenerous schedule for paid holidays, vacation and personal time for a healthy work-life balanceOpportunity for personal career growth, continued education and mentorship programsVolunteer opportunities impacting the local communityPhysical D