Connexus Credit Union is looking for a Member Contact Center Consultant to serve as our frontline contact for members calling in. You’ll work in a fast-paced environment dedicated to providing best-in-class service and achieving one-call resolution for every member interaction.
What You'll Do
- Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, and debit card issues.
- Create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products, services, and processes.
- Maintain trust and integrity by ensuring members' information and transactions are held in confidence and safeguarding assets through strict adherence to risk mitigation procedures.
- Meet performance metrics including number of member interactions, Quality Assurance scores, and accurate case notes.
- Initiate, lead, or participate in organization and department projects that help achieve our vision.
- Find opportunities to build trusting relationships through individualized, best-in-class support by educating members on products and services.
- Volunteer and offer assistance as needed while achieving daily metrics through well-defined multi-tasking skills.
- Take initiative for your personal development and stay informed on current credit union processes and procedures.
- Identify and render the best service possible, including interacting with other departments to answer member questions.
What We're Looking For
- 1+ years of related experience required.
- Ability to follow 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 providing a positive member experience.
- Ability to follow procedures, policies, and regulations.
- Strong computer skills, experience working in a Windows environment, and using the internet and databases effectively to respond to members over the phone or electronically.
- Coachable nature, engaging in clear and honest dialogue, and welcoming open conversations through the exchange of ideas.
Technical Stack
- Windows environment
- Internet
- Databases
Benefits & Compensation
- 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 with an annual professional development stipend
Work Mode
This is a fully remote position.
We foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.
Connexus Credit Union is an Equal Opportunity Employer/Disabled/Veterans.
