Member Contact Center Peer Advisor

Scott Credit Union•Edwardsville, IL

21h•Hybrid

About The Position

Scott Credit Union is hiring a Peer Advisor in Edwardsville, IL to help provide exceptional service and strengthen our connection with members. If you’re passionate about helping others, skilled at problem-solving, and thrive in a fast paced, team-oriented environment – we’d be excited to welcome you to our award-winning team. This role reports to the Contact Center Manager and assists in the operation of the Member Contact Center Department. Specific operational, business development and member service activities as delegated by the Manager, including training of the Member Contact Center Staff, as may be determined from time to time. The Peer Advisor will coordinate the training of all new FSRs with the Training Department and the on the job training with the Supervisory Team. The Peer Advisor will have one-one time with every new FSR in the department, working in the core system as well as each of the actively used ancillary systems.

Requirements

High school diploma or equivalent
One year of call center experience and training experience OR four years' of diversified experience working in a retail sales or financial services environment and training experience
Personal computer experience to include Microsoft Windows applications

Nice To Haves

Contact Center customer service sales telecommunications customer support service representative

Responsibilities

Coordinate the formal classroom training of all new FSRs with the Training Department.
Coordinate the on-the-job training of all new FSRs with the supervisory team.
Trains all new FSRs on answering member calls, processes and ancillary systems.
Trains all new FSRs to cross sell credit union products on a regular basis and has a strong understanding of products and services.
At times with no new FSRs, the Peer Advisor will monitor the department chats, respond to FSR inquiries and review the Peer Advisor inbox.
The Peer Advisor works closely with the Team Lead(s) to determine if/when to join the call queue, provide backup for the Contact Center chat or assist members via the online chat system to ensure service level standards for the department continue to be achieved.
Educates members and potential members on the products and services Scott Credit Union offers that may be of benefit.
Makes referrals to the Loan Center, Mortgage Department or Retirement and Investment Services as needed.
Maintains harmony among new employees (within 90-day introductory period) and resolves grievances.
Performs such other duties as may be assigned by Team Leads or Manager.