Contact Center Consultant

MERITRUST CREDIT UNION•Broomfield, CO

21h•$20 - $20•Onsite

About The Position

As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. In the Contact Center, this is achieved by consistently committing to the Meritrust Core Values and delivering excellent member experiences through every interaction. Location: In-person is an essential expectation for this role to maintain member information security, create better member experience by ensuring employees receive immediate feedback on calls and to enable IT to limit interruptions to service with phone connectivity and internet coverage. 360 Interlocken CO, 151 Main St. Meritrust Center, KS. Work Hours: 9:00 AM – 5:35 PM M–F, plus rotating Saturdays; hours may change according to the organization or department business need. We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box. When you join the Meritrust team, your benefits will include: Comprehensive medical insurance plan Dental and vision insurance Generous paid-time-off 12 paid holidays Annual bonus (discretionary bonus based on achievement of organizational scorecard results) 401(k) plan Wellness program Tuition assistance Employee loan discount Employee Assistance Program (EAP) Life and disability coverage What sets working for Meritrust apart? Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more. Supportive and engaging work environment. A wellness and sustainable work culture that puts family, our community, and your health first. A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally. Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Meritrust Credit Union, even if you don’t meet every one of our qualifications listed.

Requirements

High School diploma or equivalent
Working knowledge of principles and practices of a financial institution.
Familiarity with online and remote banking services.
Previous experience in a contact/call center required.
Prior customer service experience required.
Excellent oral and written communication skills.
Ability to operate necessary PC programs and systems used in contact center operations.
Problem-solving and critical thinking skills.
Proficiency in researching, performing account maintenance, and completing service tasks.
Capability to support chat-based communication systems.

Nice To Haves

Previous experience in a financial institution preferred.

Responsibilities

Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences.
Maintain confidentiality in all Credit Union and member matters.
Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
Follow safety and security policies and regulations.
Thoroughly research member relationships to evaluate how Meritrust can better serve them.
Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program.
Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes.
Receive and respond to member complaints, ensuring timely resolution.
Handle high-priority requests, wire transactions, and loan payments.
Collaborate with other departments to resolve complex issues.
Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals.
Update member information to ensure accuracy.
Create a climate where callers feel valued and respected.
Use time effectively – is creative and adept at utilizing small blocks of off-phone time within established guidelines.
Perform account maintenance.
Perform research and make corrections and/or refunds on accounts when necessary.
Understand, educate and assist members with Meritrust online and remote services.
Complete annual Meritrust education program and maintain compliance with Bank Secrecy Act (BSA) and other regulatory requirements.
Demonstrate self-sufficiency – using resources to find solutions.
Prevent escalations and increase first call resolution through educating callers.
Display an interest in investing in the growth and development of others.
Display a willingness to mentor teammates and is able to adhere to mentor guidelines/expectations.
Support chat interactions within established guidelines.
Assist with the completion of service requests within established guidelines.
Ability to work independently and meet performance metrics.
Perform other duties as assigned.

Benefits

Comprehensive medical insurance plan
Dental and vision insurance
Generous paid-time-off
12 paid holidays
Annual bonus (discretionary bonus based on achievement of organizational scorecard results)
401(k) plan
Wellness program
Tuition assistance
Employee loan discount
Employee Assistance Program (EAP)
Life and disability coverage