Position Summary

Enhances the quality of life for our members by embracing the organization’s mission and core values. This contact center position will provide an industry leading member service experience. Ensures prompt and accurate service while utilizing a needs-based referral approach that deepens member relationships, trust, and loyalty. This position supports member inquiries, requests, and concerns related to transactions, account information, account maintenance, and digital service channels.

Essential Functions & Additional Responsibilities

50% - Contact Center Activities – Efficiently and accurately supports a high volume of member phone calls in a courteous, helpful, and professional manner. Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging. Follows member verification procedures and asks questions to mitigate fraud. Responsible for meeting key metrics including service levels, abandon rates, wait times and member service/survey ratings.

20% - Digital Member Support - Assists members through digital channels such as phone, and email, ensuring professional communication through all channels. Establishes member relationships by ensuring responsiveness and regular follow up. Encourages members to adopt digital services.

15% - Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Actively engages in open ended conversations with members to identify opportunities to offer the appropriate products and services to meet the members financial needs. Responsible for achieving referral objectives.

10% - Member Maintenance – Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance from digital channels as well as ground mail. Completes requests in a timely, professional, and skillful manner while ensuring all documentation is accurately stored within applicable credit union systems.

5% - Performs other duties as assigned.

Education:

A high school diploma or G.E.D.

Experience:

0-1 years of customer service experience, preferably in retail, call centers and/or financial services. Sales experience preferred.

Skills & Competencies

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.