Employee Group: Non-Exempt
Division/Department: Contact Center, Members First Credit Union
Reports to: Contact Center Leader
Status:
Full-time, 7 a.m. to 7 p.m. Monday - Friday, with rotating Saturday shifts (Hybrid potential)
Position Summary Information
Position Accountabilities and Essential Functions
The primary purpose of this position is to assist Members First Credit Union in delivering its mission: To encourage a better tomorrow. The position must deliver on the brand promise: We believe in you. The Contact Center Consultant I will fulfill this mission by living out the core values in every service contact with both internal and external members.
POSITION SUMMARY:
This role involves receiving and processing member requests through high volume customer service channels, focusing on first call resolution. The position will also involve cross-selling and ensuring compliance with security and regulatory procedures.
Duties and Responsibilities:
The following statements describe the general nature of work performed. Other duties may be assigned to meet business needs.
- Handle phone inquiries, account statements, and transactions for members as requested.
- Provide service that exceeds members’ expectations.
- Ensure proper identification and secure processes for all requests to mitigate fraud.
- Participate in monthly coaching and maintain service performance expectations.
- Assist members with over-the-phone payments and troubleshoot debit card issues.
- Process cashier’s checks, starter checks, and check orders.
General Sales Expectations:
- Build relationships with members and offer products and services to improve their financial wellbeing.
- Assist with onboarding processes for new members.
- Participate in Credit Union initiatives and achieve assigned financial goals.
Qualifications and Expectations:
To perform this job successfully, the individual must meet the following requirements:
- 1 year of contact center or similar related experience preferred.
- Strong communication, organizational, and listening skills.
- Proficiency in Microsoft Word, Excel, and Outlook.
- Team-oriented and capable of working in a fast-paced environment.
Physical Requirements:
The employee must be able to move or transport up to 25 pounds and remain stationary for 2-4 hours at a time.
Work Environment:
The employee must maintain a neat and orderly work area and ensure confidentiality of credit union staff and members.
Education and Experience:
- Minimum high school graduate or equivalent.
- 1 year of contact center or similar experience preferred.
- Experience operating a personal computer.
Application Instructions:
Complete an online application and attach a cover letter, resume, and references.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities:
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
