Do you have a passion for providing exceptional member service and thrive in a fast paced environment? Are you seeking a career that gives you a great sense of belonging? Members First Credit Union is seeking a vibrant Contact Center Consultant that has experience in customer service. This position has hybrid potential and offers a varied schedule to better meet our member's needs, between 7am – 7pm Monday – Friday with a rotating Saturday shift.
We will empower you to be the best version of yourself while helping you maintain a positive work/life balance. We believe in purpose, belonging and joy; when our people find this in their work and the people they work with, amazing things happen. We encourage a better tomorrow by being trustworthy, caring and enthusiastic.
CONTACT CENTER CONSULTANT I
Non-Exempt
Reports to: Assistant Contact Center Manager
Position Overview
The primary purpose of this position is to assist Members First Credit Union to deliver on its mission: To encourage a better tomorrow. To achieve this mission, the position must deliver on our brand promise: We believe in you. Our promise is to be trustworthy, caring, and enthusiastic to help you succeed. You will do this by living out our core values in every service contact to both internal and external members.
Essential Duties
- Create opportunities for expanded member relationship by determining the needs for additional product and services and recommend appropriate Credit Union solutions.
- Handle phone inquiries on member’s accounts, statements, histories and process transactions for members as requested.
- Assist members with all eService platforms, including online banking, bill pay, mobile check deposits, etc.
- Assist with troubleshooting a variety of debit card issue.
- Ensure proper identification and utilize secure processes/procedures for all requests including asking questions to help mitigate potential fraud.
- Assist members with over the phone payments on loans utilizing SWBC to process payments on loans from other financial institutions.
Duties and Responsibilities
The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.
- Deliver on the Credit Union’ Service Promises in every service situation.
- Develop and maintain an effective level of product knowledge.
- Answer calls with a first call resolution purpose.
- Identify members’ financial needs and recommend appropriate Credit Union solutions.
- Provide service to members that exceeds their expectations.
- Maintain Education and Service Performance Expectations.
- Look for opportunities to increase the efficiency level of the department.
- Responding to all forms of written inquiries from members.
- Remind delinquent members that their payments are due.
- Process member check orders.
- Process Bill Pay request notifications daily.
- Assist other departments with clerical duties as required.
- Collect fees as required for services.
General Sales Expectations
- Successfully use effective MX Fundamentals to deepen member relationships.
- Build relationships with current and new members. Offer products and services that will help improve their financial wellbeing.
- Assist with the onboarding process that continues to build relationship with new members.
- Inform members about and explain benefits of MFCU products and services to find the appropriate credit union solution for the member.
- Make sure members are being fully served.
Qualifications and Expectations
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.
- Strive to exceed credit union, department, and personal goals.
- Excellent listening, oral and written communication skills.
- Team oriented.
- Highly organized.
- Produces accurate work results.
- Communicates effectively with team members to keep them adequately informed.
- Presents a professional image.
- Maintains a high level of knowledge of credit union philosophy, products/services, policies and procedures.
- Ability to work overtime, attend meetings, seminars and travel.
- Proactively seek opportunities to fulfill the Internal Service Missions of the department and the credit union.
- Must have flexibility to deal with changing work hours and locations as needed.
- Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to lift up to 25 pounds.
- Able to sit or stand for 2-4 hours at a time.
Work Environment
- Must maintain a neat and orderly work area.
- Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
- Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.
Education and Experience
- Minimum high school graduate or equivalent.
- Minimum 6 months experience with a financial institution.
- Ability to use PC, calculator, and other basic business machines.
- Must possess excellent oral and written communication skills
- Skills in Microsoft Word, Excel, and Outlook
