Spec, Call Center Service Delivery

BCU

About The Position

This role provides service support and interacts as the BCU brand servicing our member’s needs. Are you goal driven? Do you have great active listening skills? We are looking for professional individuals to service our members in our fast-paced call center. The primary purpose of this role is to provide best in class member service by answering incoming calls to help resolve routine and complex member inquiries with empathy and compassion. An individual who can walk in our members shoes and advocate to provide resolution. This role comes with a fun team, rewards, recognition, and opportunity for advancement.

Requirements

High school diploma or equivalent
Minimum 1 year of customer service experience
High energy, positive attitude, self-starting and coachable individual
Strong interpersonal, verbal, written and active listening skills
Aptitude to develop and own strong understanding of regulatory and departmental policies
Ability to work effectively and pay attention to detail in fast paced environment, leveraging tools to drive a first contact resolution every time.
Ability to adapt quickly and easily to changes in strategies, tools or tactics
Desire to form and make business improvement recommendations
Ability to building strong internal peer and team partnerships
Desire to meet all established performance goals consistently
Basic Windows PC navigation and Microsoft office knowledge

Responsibilities

Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned
Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification
Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support
Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices
Based on member need, promote the adoption of or conversion to available credit union products and services
Own the ability to quickly adapt and support new strategies, tools, and tactics to better service our members
Build strong internal partnerships with management and peers in contributing to a productive and quality team environment
Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training
Other duties as assigned