Contact Center Consultant at MERITRUST CREDIT UNION

Broomfield, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

20.0

Posted On

03 Jan, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem Solving, Microsoft Word, Microsoft Excel, Math Skills, Bookkeeping, Professional Demeanor, Attention to Detail, Time Management, Teamwork, Cross Selling, Record Keeping, Phone Etiquette, Member Relations, Policy Knowledge, Complaint Resolution

Industry

Banking

Description

Job Details Level: Entry Job Location: BROOMFIELD, CO 80021 Position Type: Full Time Education Level: High School Salary Range: $20.00 - $20.00 Hourly Job Shift: Any POSITION SUMMARY: Responsible for handling and resolving a variety of basic member service calls including but not limited to, account statements, account balance, payments, transfers, and password resets, in a prompt and courteous manner. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center. ESSENTIAL FUNCTIONS: Receive and handle member telephone questions and complaints in a professional manner Provide general information to members on Credit Union policies, procedures, and programs Provide basic information to members on accounts, payments, interest rates, loan options, and savings programs Perform basic maintenance functions for loan payments Provide accurate and complete information about Credit Union products and services to members Maintain and convey the Credit Union's professional reputation Support the organization through strict adherence to attendance and punctuality policies/guidelines Maintain good business relationships with members. Member problems and complaints are promptly and professionally addressed and resolved. Ensure Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures Keeps supervisor informed of area activities and significant problems Maintain good working relationships and coordination with department personnel and management Provide appropriate assistance to department staff as needed Assists other Credit Union departments as necessary Performs related clerical duties as needed Process ACH loan payments Maintain office supply inventory and order when needed Distribute incoming mail for the department Actively and professionally cross sells Credit Union services Maintain goals of the Contact Center to include phone quality, calls per hour, availability, talk time, and handle ratio Qualifications QUALIFICATIONS EDUCATION/CERTIFICATION: High School Diploma or GED REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures Basic understanding of loans, payment processes, and interest rates EXPERIENCE REQUIRED: Six months of experience in customer service or Contact Center environment SKILLS/ABILITIES: Excellent verbal and written communication and member/customer service skills Ability to work well under pressure with a positive and professional demeanor Ability to use a personal computer and related software applications including Microsoft Word and Excel Solid math skills and bookkeeping abilities Problem analysis and problem solving Able to read,write and comprehend instructions, memos and correspondences

Responsibilities

The Contact Center Consultant is responsible for handling and resolving basic member service calls, including account inquiries and transactions. They also maintain reports and support the Contact Center's functions.