Member Contact Center Consultant
New
C
Connexus Credit UnionFinancial Services
United States, CSTFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1+ years
- Required Skills
- Problem SolvingCustomer serviceActive listeningData entry
Requirements
- 1+ years of related experience.
- Strong computer skills and experience working in a Windows environment.
- Proficiency in using the internet and databases to respond to member needs.
- Excellent listening skills and proficient verbal and written communication.
- Ability to ask probing questions to comprehend member concerns.
- Ability to multi-task and maintain composure under pressure.
- Ability to follow procedures, policies, and regulations.
- Self-starter with a strong desire to learn and work independently.
- Coachable and capable of engaging in clear, honest, and open dialogue.
- Ability to work 40 hours per week, Monday - Wednesday and Friday 8:00am - 4:30pm, and Thursday 7:45am - 4:15pm CST.
Responsibilities
- Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments.
- Create consistent positive member experiences through active listening, de-escalation skills, and product knowledge.
- Maintain trust and integrity by safeguarding member information and assets through strict adherence to risk mitigation procedures.
- Meet performance metrics including interaction volume and Quality Assurance scores.
- Document accurate case notes of member interactions and call history.
- Initiate or participate in department projects that support organization goals.
- Identify opportunities to build relationships by educating members on products and services.
- Collaborate with other departments to resolve member inquiries.
- Take initiative for personal development and stay informed on current processes.
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