Member Contact Center Representative I ($500 Hiring Bonus) - Bilingual Preferred
About The Position
The Member Contact Center Representative serves the membership through effective communications, troubleshooting, proactive learning and deepening member relationship and adhering to established policies and/or procedures while providing exceptional service to members via the phone. This position requires high service standards by meeting/exceeding established performance metrics, quality scores, adherence to schedule and Member Satisfaction scores while demonstrating empathy, curiosity and expertise in all product and services to determine member needs.
Requirements
- Ability to organize and prioritize multiple tasks.
- Resolves requests with a sense of urgency and escalates timely.
- Promotes and participates in a cohesive team environment.
- Effectively communicates ideas and information, both verbally and in writing.
- Takes ownership and acts proactively to solve member concerns.
- Utilizes tools and resources to solve complex inquiries.
- Creatively thinks outside the box to resolve member concerns while adhering to policies and regulations.
- Analyzes information and recommends achievable process improvements.
- Excellent customer service and interpersonal skills.
- Member-centric with a friendly, professional demeanor.
- Minimum of a high school diploma; some college course work preferred; degree highly desirable.
- 1+ year experience in a contact center environment.
- 1+ years in a credit union or financial institution.
- Some travel may be required to complete training or fulfill duties.
- Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
- Proficient with Microsoft Office software and standard office equipment; proficiency with call center programs desired.
- Familiarity and comfort with online systems and other technology.
Responsibilities
- Provides exceptional service to promote deep and lasting member relationships.
- Answers general inquiries and performs account maintenance via phone or email channels.
- Meets/exceeds key performance indicators (KPIs) expectations.
- Researches and resolves problems under the guidance of the MCC Leadership or MCCR Lead with a sense of urgency.
- Takes ownership of member concerns, sets the expectations, and provides prompt follow-up/resolution.
- Identify opportunities to offer additional credit union products, promotions, and services to members and generates referrals that deepen relationships.
- Maintains knowledge of credit union policies, procedures, and regulations.
- Communicate effectively with members/ team members through various channels.
Benefits
- Competitive Pay
- Medical, Dental, Vision, and Life Insurance
- 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
- 401(k) Match
- Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
