Member Contact Center Consultant

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver comprehensive support to both current and prospective members across multiple channels.

• Gain thorough knowledge of credit union departments, covering areas such as online banking, payment solutions, and debit card inquiries.

• Foster consistently positive member interactions through active listening, conflict resolution, and familiarity with products, services, and procedures.

• Ensure the protection of member information and transactions by adhering to confidentiality and risk management protocols.

• Safeguard the financial assets of members.

• Achieve performance goals, including member engagement and Quality Assurance standards.

• Maintain precise case notes and call documentation.

• Take the initiative to lead or contribute to projects within the organization and departmental teams.

• Establish trusting relationships by providing personalized support to members.

• Inform members about various products and services available.

• Volunteer to assist while meeting daily performance standards and expectations.

• Proactively pursue personal growth and keep updated on credit union operations and policies.

• Collaborate with other departments to respond to member inquiries.

⛳️ Requirements

• Over 1 year of relevant experience.

• Adheres to established processes with close supervision.

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

• Excellent listening abilities.

• Strong verbal and written communication skills.

• Capacity to ask insightful questions to fully understand and assist with member inquiries and issues.

• Ability to manage multiple tasks and remain calm under pressure while upholding professionalism.

• Proficient in following procedures, policies, and regulations.

• Strong computer literacy.

• Experience in a Windows-based environment.

• Effective utilization of the internet and databases.

• Receptive to coaching and capable of engaging in clear and transparent communication.

• Must be available to work 40 hours per week during the designated Monday to Friday schedule within CST hours.

🏝️ Benefits

• 20 days of paid time off.

• 10 paid holidays.

• 16 hours of paid Volunteer Time Off.

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

• Comprehensive Health, Dental, and Vision insurance with various plan options.

• Health Savings Account with significant employer contributions.

• Employer-sponsored Life insurance.

• Employer-covered Short-Term and Long-Term Disability insurance.

• Tuition Reimbursement between $4,000 - $7,000 each calendar year.

• Extensive Learning and Development program.

• Annual stipend for professional development.

• Remote-first work environment.