At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement-available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.
We encourage you to become a part of VyStar Credit Union’s family of employees.
Contact Center Member Service Specialist (Location: Suwanee, GA)
Accountability Statement
The incumbent’s primary function is to effectively use VyStar Excellence principles during telephone contact with members in the course of daily business. Thus, the incumbent must adhere to the Standards of Excellence and behaviors associated with VyStar Excellence. The incumbent is to integrate people, processes, and technology to enhance relationships with members to maximize the growth and market share of VyStar Credit Union. In the call center environment, the incumbent is expected to listen to members attentively, to determine their needs and to offer appropriate products and/or services to enhance the member experience. The incumbent in this position is accountable for offering products and services to deepen current relationships and improve the satisfaction and loyalty of credit union members. The incumbent is individually and collectively responsible for reaching department and corporate goals. The quality of the incumbent’s calls will be closely monitored via a call recording system to ensure members are receiving quality service. The incumbent will make independent decisions that benefit the member and VyStar. The incumbent must be able to quickly adapt to changes and handle any additional assignments for the daily operation of the Call Center. This position has opportunities for advancement and pay increase through the completion of the Member Service and Loan Training Programs. The incumbent must demonstrate proficiency in handling all types of calls in addition to completing required Computer Based Training courses before being certified or qualified to apply for Level II.

EXPERIENCE

A minimum of one year experience in a position of direct member/customer contact in financial institutions, especially in a call center environment, is preferred

EDUCATION

The minimum formal education required is a high school diploma or its equivalent.

KNOWLEDGE, SKILLS, & ABILITIES

• The candidate for this position must have a personality that enjoys talking to members on the phone. Must possess excellent listening and comprehension skills with proper telephone etiquette. Having sales experience in the financial environment is preferred.
• Also, having prior exposure to the lending process, familiarity with analyzing credit reports and exposure to interest computation methods is preferred.
• Must have excellent verbal, written communication and telephone skills.
• Must have accurate data entry skills and be proficient in PC skills including Microsoft Word, Outlook, Internet access, etc.
• Must be able to communicate necessary information clearly.
• Must be professional in appearance and attitude.
• The candidate for this position may be tested for their effectiveness for providing excellent member service through the telephone, chat room and email during the hiring process.

• Focus - Focus your full attention by carefully listening to and observing client or member.
• Connect - Consistently be friendly and approachable. Demonstrate your care.
• Understand - Listen empathetically and ask questions (70%/30% rule).
• Counsel - Recommend solutions based on your member’s needs and objectives.
• Advance - Ensure that member’s expectations were exceeded.
• Verify necessary follow-up actions