Member Contact Center Consultant

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

📋 Description

• Deliver comprehensive support to members and prospective members across various credit union departments, focusing on online banking, payment solutions, and debit card inquiries.

• Foster consistent positive experiences for members through active listening, de-escalation techniques, and a thorough understanding of Connexus products, services, and procedures.

• Uphold trust and integrity by ensuring the confidentiality of member information and transactions.

• Protect members’ assets by strictly adhering to risk management protocols.

• Achieve performance objectives, including interaction volumes and Quality Assurance benchmarks.

• Accurately document member interactions and call history through precise case notes.

• Initiate, lead, or contribute to projects at both the organizational and departmental levels.

• Cultivate trusting relationships through tailored member support while educating them about available products and services.

• Proactively offer assistance and volunteer as needed while successfully meeting daily performance metrics through efficient multitasking.

• Remain updated on current credit union processes and procedures, taking initiative for personal growth.

• Strive to deliver optimal service by collaborating with other departments to resolve inquiries.

⛳️ Requirements

• Minimum of 1 year of relevant experience is required.

• Adheres to established routines under close supervision.

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

• Outstanding listening abilities complemented by strong verbal and written communication skills.

• Capable of asking insightful questions to thoroughly understand and address member inquiries and concerns.

• Ability to manage multiple tasks and maintain composure under pressure while ensuring professionalism and a positive member experience.

• Competent in following procedures, policies, and regulatory guidelines.

• Proficient computer skills, with experience working in a Windows environment, adept at using the internet and databases to effectively respond to member needs via telephone or electronic communications.

• Open to coaching, engaging in transparent communication, and welcoming discussions through the exchange of ideas and solutions.

• Must be able to commit to a specified 40-hour weekly schedule in CST: Monday–Wednesday and Friday from 8:30am to 5:00pm; Thursday from 9:00am to 5:30pm.

🏝️ 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 match

• Comprehensive Health, Dental, and Vision insurance with multiple plan options

• Health Savings Account with significant employer contributions

• Employer-covered Life insurance, Short-Term and Long-Term Disability

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

• Extensive Learning and Development program, including an annual professional development stipend