Contact Center Agent I (PT)
Location: Fort Worth
Posted on: November 22, 2021
Req No. 2021-8148
Category Business/Client Support
Company Pandemic Response
Ensuring the health and safety of everyone that works at CO-OP is
of primary importance to us. We continue to work diligently to
maintain everyone's health and safety by keeping the facilities
clean, having everyone screened for temperatures upon entry and
providing information about symptoms and what to do if employees
We are seeking a talented Contact Center Lead Agent to 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
This position is on-site. That means that the person in this
position is expected to work in our physical office location. As
stated above, we are doing everything we can to protect our
employees that are working on-site and greatly appreciate their
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
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
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
Researches GBU's from clients and implement appropriate response,
Assists with ACD calls in queues as needed.
Assists with calls in the General/Coastal Assist queue as
Handles escalated calls and document for tracking purposes.
Processes and completes applications when agents need
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
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.
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
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
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.
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.
Keywords: WhatJobs, Fort Worth , Contact Center Agent I (PT), Sales , Fort Worth, Texas
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