Contact Center Solutions Specialist

Illinois Educators Credit Union • Springfield, IL

16h

About The Position

The Contact Center Solution Specialist position assists new and current members with financial needs handling member inquiries, processing transactions, resolving issues and sharing information on Credit Union products and services through inbound telephone contacts or digital platform contacts. Your daily workday may look like this: Retrieve inbound communications via multiple platforms to assist new and existing members with appropriate resources to answer inquiries including processing digital and telephone transactions. Provide accurate information and assistance in resolving account related issues. Identify opportunities to share new financial products, promotions and services available to members via digital platform support. Update and maintain accurate member information as needed on operations system. Maintain in-depth working knowledge of Credit Union products and services available to members. Complete a variety of training courses to maintain compliance with industry regulations and reporting. Support members on trends related to fraud awareness and compliance requirements. Maintain working knowledge financial communication procedures through various communicating methods including telephone systems, digital and internal platforms. Refer any unresolved member inquires to the appropriate department. Support other department functions as needed.

Requirements

• 1-2 years of online or in-person customer support or related experience.
• Possess interpersonal skills for confidential discussions and resolve member issues.
• Knowledge of industry terminology and processes a plus.
• Experience working with Microsoft Office suite applications and software programs and telephone operations.

Responsibilities

• Retrieve inbound communications via multiple platforms to assist new and existing members with appropriate resources to answer inquiries including processing digital and telephone transactions.
• Provide accurate information and assistance in resolving account related issues.
• Identify opportunities to share new financial products, promotions and services available to members via digital platform support.
• Update and maintain accurate member information as needed on operations system.
• Maintain in-depth working knowledge of Credit Union products and services available to members.
• Complete a variety of training courses to maintain compliance with industry regulations and reporting.
• Support members on trends related to fraud awareness and compliance requirements.
• Maintain working knowledge financial communication procedures through various communicating methods including telephone systems, digital and internal platforms.
• Refer any unresolved member inquires to the appropriate department.
• Support other department functions as needed.

Benefits

• 401k Retirement Program/Employer Matching up to 4%
• Paid Holidays - follow Federal holiday schedule
• Paid Time Off accrued monthly
• Health/Dental/Vision Insurance eligible 1st of the month after 60 days
• Life & Disability Insurance eligible 1st of the month after 60 days
• Tuition Reimbursement for pre-approved work related coursework
• Infant to Work Program
• Wellness Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree