Member Contact Center Consultant

This is a fully remote position, open to applicants in Florida, +8 more states.

📋 Description

• Deliver comprehensive omnichannel support to both members and prospective members by gaining extensive knowledge of all credit union departments, such as online banking, payment methods, debit card issues, and more.

• Create consistently positive experiences for members through active listening, de-escalation abilities, and familiarity with Connexus products, services, and processes.

• Uphold trust and integrity by ensuring the confidentiality of members' information and transactions, while protecting members’ assets by strictly following risk mitigation protocols.

• Meet performance metrics, which include but are not limited to the volume of member interactions, Quality Assurance standards, and maintaining accurate case notes of member interactions and call history.

• Take the initiative to lead or participate in organizational or departmental projects that align with our organization's vision.

• Identify opportunities to foster trusting relationships by providing individualized, top-tier support to members within an omnichannel framework, educating them about products and services.

• Volunteer and provide assistance as necessary while meeting daily expectations through effective multi-tasking skills.

• Proactively pursue personal development and stay updated on current credit union processes and procedures.

• Recognize and deliver the highest level of service to all members, including collaboration with other departments to address inquiries.

⛳️ Requirements

• Minimum of 1 year of relevant experience is required.

• Self-motivated individual with a strong eagerness to learn and work autonomously.

• Exceptional listening skills, paired with strong verbal and written communication abilities.

• Capability to ask insightful questions to fully understand and assist with member inquiries and concerns.

• Proficiency in multi-tasking while maintaining composure under pressure, ensuring professionalism and a positive experience for members.

• Ability to adhere to procedures, policies, and regulations.

• Strong computer skills with experience in a Windows environment, effectively using the internet and databases to respond to member needs via telephone or electronic communication.

🏝️ Benefits

• 20 days of paid time off and 10 paid holidays.

• 16 hours of paid Volunteer Time Off.

• 401K Retirement plan with up to 6% employer matching.

• Comprehensive Health, Dental, and Vision insurance, offering multiple plan options.

• Health Savings Account with generous employer contributions.

• Employer-paid Life insurance, as well as Short-Term and Long-Term Disability coverage.

• Tuition Reimbursement ranging from $4,000 to $7,000 per calendar year.

• A robust Learning and Development program that includes an annual professional development stipend.