Full-Time Contact Center Member Consultant

Truity Credit Union•Lawrence, KS

13d

About The Position

The Contact Center Member Consultant provides high-quality service and builds member relationships by answering questions, resolving issues, conducting transactions, and recommending appropriate Credit Union solutions. Service is delivered by telephone, fax, email, mail, digital banking messages, and other electronic channels. The role requires analytical and technical skills to address questions and issues involving electronic services, and an approach that uses digital tools to simplify routine work while preserving personal, relationship-focused service. The position supports members with products and services, transactions, account opening, loan applications, fraud and dispute matters, and digital-service troubleshooting. It also requires accurate documentation, compliance with Credit Union procedures and regulations, and protection of confidential member information. The employee is expected to maintain product and software knowledge, meet service-response expectations, and contribute to a productive team and community-focused culture.

Requirements

High school degree or equivalent.
One to three years of similar or related experience, including preparatory experience.
Knowledge of Credit Union products and services, consumer lending products, IRAs, HSAs, Trusts, Visa cards, Microsoft Office Suite, technology, and software programs.
Ability to maintain accuracy; solve practical problems; multitask and make decisions in a fast-paced environment; organize and prioritize work; and meet deadlines.
Ability to carry out the Credit Union’s mission, philosophies, values, and practices.
Ability to open and close calls warmly and professionally, communicate effectively and promptly, explain product and service benefits, speak clearly and confidently, and adapt communication style to members’ needs.
Strong verbal and written communication skills.
Ability to serve members through digital banking messages, email, and live chat.
Ability to participate in a productive team environment.
Regular attendance and timeliness.
Ability to sit or stand for significant periods and perform tasks requiring manual dexterity.
Ability occasionally to reach above or below normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds.
Normal range of hearing, vision, and speech to work effectively with co-employees and members.
Ability to maintain confidentiality and professionalism.

Responsibilities

Be ready and logged in to assist members at scheduled start times and after breaks and lunches.
Maintain working knowledge of Credit Union products, services, and their benefits.
Respond to members within expected time frames across chat, digital banking messages, email, and callbacks.
Offer relevant products and services that benefit members while supporting strategic goals.
Manage call length, speed of answer, and daily volumes.
Listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service.
Analyze and decide whether to waive penalties and fees within approved limits of $50.
Manage and complete actions related to card, check, and ACH fraud, identity theft, disputes, and account takeover.
Document cases and work with members to assess situations and determine steps to correct issues or minimize loss and risk.
Use relevant software applications, including QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, and Symitar Notes.
Follow the clean desk policy, secure member information, and complete opening and closing procedures.
Complete applicable compliance training and testing within the required time frame.
Participate in business development activities and community partner relations when appropriate.
Assist Spanish-speaking members when applicable.
Open personal and specialized accounts, including IRA and Trust accounts, as needed to serve members.
Research member inquiries and complete wire transfers and other transactions.
Stay current on product and service changes and digital-service troubleshooting solutions.
Remain alert to fraud and scam activity.
Record relevant member activity and interactions in Symitar Notes.
Process returned mail, including updating addresses with appropriate verification and contacting members to verify addresses.
Take loan applications as appropriate and provide requested payoff information.
Perform other duties as assigned.
Pursue professional growth and development through training, education, and self-study.
Follow regulatory and policy requirements, including BSA, OFAC, AML, identity theft red flags, and other compliance policies, while maintaining confidentiality of non-public member and Credit Union information.