Digital Branch Operations Analyst

Collins Community Credit Union•Cedar Rapids, IA

7d•Onsite

About The Position

Collins Community Credit Union is recruiting for a Digital Branch Operations Analyst at their Blairs Ferry branch. This role requires a competitive, independent, and proactive individual who can solve problems and achieve results through collaboration. The primary focus is to provide quality member service to both Credit Union staff and members by furnishing and processing necessary information, offering assistance, and answering questions. This position is responsible for maintaining member accounts and documentation in accordance with departmental expectations and compliance, as well as originating, distributing, and tracking all products initiated by Digital Branch employees. Applicants must have valid work authorization for permanent employment in the U.S. without the need for sponsorship.

Requirements

Valid work authorization for permanent employment in the U.S. without the need for sponsorship.
High school diploma, GED or equivalent.
Must be able to work under pressure with interruptions.
Ability to communicate professionally through all communication channels with co-workers and members is required.
Must adhere to the Credit Union’s Security, Procedure and Policy guidelines.
Be willing to work a rotating work schedule.
Must be bondable in accordance with State of Iowa and CCCU guidelines.

Nice To Haves

A strong and proven work ethic.
Past financial institution, sales experience preferred.
Attention to detail, great organizational and time management skills, and the ability to multi-task are all desired skills.
Sales ability and interpersonal skills are necessary.
A working knowledge of Word, Excel and Outlook is helpful.

Responsibilities

Demonstrate enthusiastic support of corporate mission, core values, and long-term objectives.
Perform duties within bylaws, regulations, Board of Directors policies, established internal and external service standards, and work procedures.
Demonstrate positive member service in all interactions with both staff and membership.
Represent the Credit Union in a courteous and professional manner.
Maintain and protect the Credit Union’s professional reputation and maintain confidentiality and privacy of members' information.
Promote a positive image of the Credit Union.
Have a working knowledge of all Credit Union products and services.
Provide member service via all communication platforms, including video, phone, SMS, chat, email, fax and postal mail.
Effectively navigate and utilize all systems and equipment necessary to perform job functions.
Perform any time-consuming after-call work generated by agents within the Digital Branch.
Provide support to Digital Branch agents and objectives via resolution of scenarios that may be extensive, complicated, and/or escalated.
Serve as First point of contact to resolve escalated member scenarios.
Execute research as necessary to resolve the issue in a satisfactory manner.
Serve as Team Lead in the absence of management, including rotating weekend shifts, and support departmental oversight, training, communication, and delegation as needed.
Responsible for building member relationships by actively uncovering and evaluating members' financial needs and offering products/services to meet those needs. Includes follow-up activities as needed.
Have a thorough knowledge, and remain compliant, of all Federal Regulations and Credit Union Policies relating to this position.
Consistently meet department availability, adherence, and quality standards.
Analyze call center data, including call volume, member satisfaction scores, agent performance metrics, and call routing performance.
Assist in additional departmental functions as directed and assigned by leadership.