Contact Center Multi-Channel Specialist

This is a fully remote position, open to applicants in Oregon, +1 more state.

📋 Description

• Develops professional and quality-driven relationships with members, focusing on fulfilling their financial needs.

• Fosters a service-oriented culture by proactively suggesting all credit union products and services while effectively addressing member needs across various channels, including calls, chats, and secure messages.

• Serves as a liaison between members and the credit union, adhering to established policies and procedures.

• Assists members with their financial inquiries while promoting the credit union's mission and goals.

• Interacts with members and prospective members through multiple communication channels (calls, chats, secure messages), providing courteous, professional, and timely service tailored to each channel's requirements.

• Handles various types of interactions simultaneously, efficiently managing inbound calls, real-time chat sessions, and secure messaging to process a range of member transactions, such as withdrawals, loan payments, wire transfers, and money transfers.

• Maintains a thorough understanding of credit union products and services to deliver consistent support across all channels.

• Adjusts communication style according to the medium (voice vs. text), ensuring clarity and accuracy when responding to member inquiries related to statements, share withdrawals, and loan payoffs in both written and spoken formats.

• Provides technical assistance for online banking and other digital services, offering comprehensive troubleshooting across various member channels.

• Complies with security protocols by ensuring accurate member identification through the Member Identification Program (MIP) and established security procedures.

• Recognizes sales and service opportunities across all communication channels by analyzing member behavior and needs, introducing loan programs, and suggesting pertinent products/services regardless of the channel format.

• Achieves or surpasses production and referral goals while managing multiple channels and tailoring sales strategies to accommodate different communication styles.

• Maintains a high level of efficiency and responsiveness across platforms, ensuring all forms of communication (calls, chats, secure messages) are promptly and professionally addressed.

• Performs additional duties as assigned.

⛳️ Requirements

• A minimum of one (1) year of experience in a high-volume Contact Center environment.

• Experience in a financial institution is preferred.

• Comprehensive knowledge of credit union products, services, policies, procedures, and systems such as Symitar, along with an understanding of competitor offerings.

• Proficient in managing challenging customer interactions and effectively resolving member issues in a courteous manner.

• Exceptional communication skills, including active listening, questioning, and fostering positive relationships with members, co-workers, and management.

• Proactive in identifying opportunities to assist members and co-workers, as well as in acquiring new information to improve problem-solving and decision-making skills.

• Ability to cross-sell products and services, effectively address member account issues, and maintain positive and professional relationships with members.

• Capable of setting and achieving program goals that align with the credit union's strategic objectives while managing work under pressure and meeting deadlines.

🏝️ Benefits

• We offer an additional $2.00 per hour bilingual differential for employees who can effectively support our members' financial needs in a second language, subject to verification of proficiency in financial terminology using the language skillset.

• Compensation decisions are based on factors such as relevant job-related skills, experience, and education or training. Should an employment offer be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the selected applicant, based on performance with varying targets by role.

• Employees have access to a comprehensive range of benefits, including medical, dental, vision, and life insurance coverage. There is an option for the company to cover 100% of Medical, Dental, and Vision insurance for employee-only coverage. Additional benefits include Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA).

• Employees are also eligible for Life and AD&D insurance. Part-time employees will accrue time off on the same schedule as full-time employees, with accruals pro-rated based on their scheduled FTE and established guidelines.

• Employees receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time (may be prorated based on the hire date within the initial calendar year).