Electronic Communications Agent

IH Mississippi Valley Credit Union•Moline, IL

3d•Onsite

About The Position

Join our team as a knowledgeable and passionate Electronic Communications Agent at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. We value strong interpersonal skills, if you enjoy building connections and delivering excellent service, your skills will be a great match. This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility. Summary of the Position: The Electronic Communications Agent supports our member through chat and other remote channels including email, secure messaging, text and phone. This role focuses on delivering helpful, friendly service while handling a variety of questions and transactions and working toward first-contact resolution. You'll collaborate with team members across the Credit Union, make day-to-day decisions using established guidelines, and know when to partner with leadership for more complex situations. Strong multitasking skills, attention to detail and a passion for helping members are key, along with ability to confidently promote our products and services.

Requirements

High School diploma or equivalent.
Minimum 1 year experience in a Contact Center environment, preferably within a Credit Union or financial institution.
Ability to use technology, including chat platforms, email and multiple systems at once
Experience identifying member needs and educating on products and services
Strong ability to work independently with high volume, escalating questions or concerns
Excellent written communication, problem-solving, and member service skills.

Responsibilities

Deliver friendly, professional service to members and potential members through chat and other remote channels, ability to handle multiple at once while accurately updating member accounts.
Assist with a wide range of questions and transactions, aiming to resolve needs on the first contact
Communicate clearly and professionally in writing with patience and care to understand member needs, with strong attention to detail
Educate members on financial tools, products, and services while following policies and procedures
Build relationships with members and identify opportunities to support their financial well-being
Collaborate with teammates and other departments to resolve questions or issues
Stay engaged in trainings, meetings, and ongoing learning to remain current on processes and compliance
Use technology comfortably and seek opportunities to grow and expand skill sets