Member Contact Center Consultant

Connexus Credit Union

2d • Remote

About The Position

Our Member Contact Center Consultants work in a fast-paced environment and are our frontline contact for members or individuals calling Connexus. We strive to provide best in class service on every single call with a focus on a one call resolution. If you have a hunger to learn, a desire to help others, and thrive in change, join our team for the opportunity to be your personal and professional best. Our Member Contact Center Consultant position requires a total of 40 hours per week. This position will have the following weekly schedule: Monday, Tuesday, Wednesday, Friday 7:00am – 4:15pm, Thursday 7:45am – 5:00pm, and Saturday 8:00am – 1:00pm. From the schedule outline above, you will be working four of the five weekdays, and Saturday. All times are listed in CST.

Requirements

• This position is Remote.
• 1+ years of related experience Required.
• Follows established routines under close supervision.
• Self-starter with a strong desire to learn and work independently.
• Excellent listening skills complemented by proficient verbal and written communication.
• Ability to ask probing questions to fully comprehend and support member questions and concerns.
• Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience.
• Ability to follow procedures, policies, and regulations.
• Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications.
• Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions.

Responsibilities

• Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.
• Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes.
• Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members’ assets through strict adherence to risk mitigation procedures.
• Ability to meet performance metrics - including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history.
• Initiate, lead or participate in organization and/or department projects that help achieve our organization’s vision.
• Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services.
• Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills.
• Take initiative for your personal development and stay informed on current credit union processes/procedures.
• Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions.

Benefits

• 20 days of paid time off and 8 paid holidays
• 16 hours of paid Volunteer Time Off
• 401K Retirement with up to 6% employer match
• Excellent Health, Dental, Vision insurance, including multiple plan options
• Health Savings Account with generous employer contributions
• Employer paid Life insurance, Short-Term and Long-Term Disability
• Tuition Reimbursement from $4,000 - $7,000 per calendar year
• Robust Learning and Development program that includes an annual professional development stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed