Contact Center Consultant

MERITRUST CREDIT UNION•Broomfield, CO

1d•$20 - $20

About The Position

Responsible for handling and resolving a variety of basic member service calls including but not limited to, account statements, account balance, payments, transfers, and password resets, in a prompt and courteous manner. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center.

Requirements

High School Diploma or GED REQUIRED
General knowledge of Credit Union policies and procedures
Basic understanding of loans, payment processes, and interest rates
Six months of experience in customer service or Contact Center environment
Excellent verbal and written communication and member/customer service skills
Ability to work well under pressure with a positive and professional demeanor
Ability to use a personal computer and related software applications including Microsoft Word and Excel
Solid math skills and bookkeeping abilities
Problem analysis and problem solving
Able to read,write and comprehend instructions, memos and correspondences

Responsibilities

Receive and handle member telephone questions and complaints in a professional manner
Provide general information to members on Credit Union policies, procedures, and programs
Provide basic information to members on accounts, payments, interest rates, loan options, and savings programs
Perform basic maintenance functions for loan payments
Provide accurate and complete information about Credit Union products and services to members
Maintain and convey the Credit Union's professional reputation
Support the organization through strict adherence to attendance and punctuality policies/guidelines
Maintain good business relationships with members. Member problems and complaints are promptly and professionally addressed and resolved.
Ensure Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures
Keeps supervisor informed of area activities and significant problems
Maintain good working relationships and coordination with department personnel and management
Provide appropriate assistance to department staff as needed
Assists other Credit Union departments as necessary
Performs related clerical duties as needed
Process ACH loan payments
Maintain office supply inventory and order when needed
Distribute incoming mail for the department
Actively and professionally cross sells Credit Union services
Maintain goals of the Contact Center to include phone quality, calls per hour, availability, talk time, and handle ratio