Contact Center Specialist Remote

Description

***This is a remote/work from home position.***

Are you seeking a rewarding career with opportunity for advancement? Do you enjoy a goal-oriented environment, challenging yourself, and working with customers daily? If so, we invite you to share your background and qualifications with us! Marine Credit Union is currently seeking aContact Center Specialist who possesses a high level of professionalism and experience in customer service and call center communication.

Major Duties and Responsibilities:

• Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
• Accurately verify members and be on the frontline of fraud prevention.
• Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution.
• Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset.
• Assist members with complex problems to provide resolution and provide proper follow up.
• Provide routine account maintenance and process account transactions per member request.
• Provide technical support to members for digital banking and online account opening.
• Educate members on most efficient way to do their business with the credit union.
• Advance member lives through active listening to member needs and offering solutions through the credit union products and services.
• Ensure that all credit union members and employee related business are kept in the strictest confidence.

Expectations:

• Provide exceptional customer service to members and internal staff of the credit union.
• Be a member advocate by actively listening to members and applying solutions.
• Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
• Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
• Provide timely, complete, and accurate information to members.
• Achieve daily metrics related to number of members helped through effective time management.
• Successfully resolve member issues and complaints with one call resolution.
• Ability to multi-task while using computer programs.
• Candidates must be available form 8 AM – 5 PM Monday – Friday and one Saturday per month form 8 AM – 1PM

Knowledge, Skills and Abilities:

• Excellent written, verbal, and interpersonal communication skills.

• Ability to work independently and within a team.
• Detail oriented with strong computer skills.
• Strong analytical and problem-solving skills.
• Ability to build influential relationships with internal and external members of the credit union.
• Effective conflict management skills.
• Ability to use judgement and work independently to solve day-to-day problems within established guidelines.
• Proven sales ability to identify member needs and offer products or services to improve the member impact.

Experience:

• A minimum of 2 years previous customer service experience.
• Previous experience with phone related work highly desired.
• Experience working within a financial banking or sales role a plus.
• Previous experience working in a remote setting or environment.

Education:

• High School Diploma or equivalent required.
• Post-secondary education preferred.

Physical Requirements (with or without accommodations):

• Long periods of sitting will occur regularly.
• Occasional lifting and/or moving 15 lbs or less.

This job description is not a complete statement of all duties and responsibilities comprising this position.

WHY JOIN MARINE CREDIT UNION:

Marine Credit Union offers a competitive compensation with a low-cost comprehensive benefits package for full-time employees. Here at MCU, we value a work-life balance by providing a PTO and paid holiday program and giving additional PTO when our employees volunteer. Marine Credit Union provides excellent paid training, on-going professional development opportunities, and values internal mobility. Marine Credit Union has the resources to take your career to new heights.

Marine Credit Union is an Equal Opportunity Employer.