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Connexus Credit Union is a financial institution that aims to provide personalized banking services to its clients. The company aims to foster a collaborative a
Member Contact Center Consultant
Location
Florida + 8 moreAll locations: Florida | Illinois | Iowa | Ohio | Michigan | Minnesota | Missouri | Texas | Wisconsin
Posted
81 days ago
Salary
0
Seniority
Junior
Job Description
Member Contact Center Consultant
Connexus Credit Union
• Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc. • Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes • Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members’ assets through strict adherence to risk mitigation procedures • Ability to meet performance metrics - including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history • Initiate, lead or participate in organization and/or department projects that help achieve our organization’s vision • Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services • Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills • Take initiative for your personal development and stay informed on current credit union processes/procedures • Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions
Job Requirements
- 1+ years of related experience Required
- Self-starter with a strong desire to learn and work independently
- Excellent listening skills complemented by proficient verbal and written communication
- Ability to ask probing questions to fully comprehend and support member questions and concerns
- Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience
- Ability to follow procedures, policies, and regulations
- Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications
- Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions
Benefits
- 20 days of paid time off and 10 paid holidays
- 16 hours of paid Volunteer Time Off
- 401K Retirement with up to 6% employer match
- Excellent Health, Dental, Vision insurance, including multiple plan options
- Health Savings Account with generous employer contributions
- Employer paid Life insurance, Short-Term and Long-Term Disability
- Tuition Reimbursement from $4,000 - $7,000 per calendar year
- Robust Learning and Development program that includes an annual professional development stipend
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