Call Center Specialist

Connex Credit Union Inc; North Haven (CT); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

Paid time off

401K contributory plan with company (#

The opportunity to become involved in

Job summary

Connex Credit Union in North Haven, CT, seeks a Financial Needs Specialist to serve members by phone, chat, and email. You will resolve issues on first contact, recommend Connex products, and process loan applications with a focus on financial well‑being.

Strong customer service, problem solving, and communication abilities are required, with bilingual skills a plus. Flexible hours and Saturdays may be involved to support members’ needs.

Qualifications

• Confidential handling of member information and policy adherence.
• Strong communication and sales skills with a customer-first approach.
• Experience in a call center environment preferred.

Responsibilities

• Answer inbound calls accurately and promptly to assist members.
• Respond to web chat and email requests, and conduct outbound calls as needed.
• Process loan applications and advise on Connex products and services.
• Meet sales and service goals while following procedures and guidelines.

Skills

Customer service

Communication

Sales skills

Problem solving

Call center experience

Bilingual (preferred)

Education

High school diploma

Bachelor’s degree desirable

Tools

Microsoft Office

Job description

Are you looking to have a positive impact on people in your community? Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others. We’re a company with a long and successful history where trust is important and exceptional customer service is the standard. We are committed to our employees, our members and the communities we serve. If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.Benefits:Competitive compensation.Medical, Dental and Vision coverage.Paid time off.401K contributory plan with company match.The opportunity to become involved in community outreach.The primary function of the Financial Needs Specialist is to serve as a call center representative in the Member Service Center working with members and prospective members of Connex Credit Union. The position will help members with all issues they may have as well as look for opportunities to improve a member’s financial life utilizing Connex’s products and services. The position must consistently provide excellent customer service while working within Connex policies and meeting or exceeding Connex service standards. A Financial Needs Specialist requires a unique blend of patience, inquisition and problem solving skills. They must work resolve issues efficiently primarily resolving problems on the first call.Essential Functions and Responsibilities:Answers all inbound phone calls in an accurate, timely manner while adhering to all call center standardsPromptly responds to member requests via web chat and emailConducts outbound calling as directed for sales and service needsDelivers superior quality service while adhering to corporate, regulatory and audit guidelinesTakes ownership of member problems and works them until completely and satisfactorily resolved - Utilizes problem solving skills and thinks independently to resolve these issuesReviews and approves requests for exceptions to Connex procedures and fee reversals up to approved limits. Refers requests above limits to the Director or Assistant Director of Member ServiceMaintains an excellent knowledge of products and services in order to make proper recommendations and referrals to membersImproves each member’s financial life by offering appropriate products and services during phone calls and other contactsProcesses loan applications for members and assists them with questions they may have in regards to the consumer lending productsMeets all sales and service goals consistently and contributes to the fulfillment of all Connex Credit Union goalsActively participates in team meetings, roundtables and additional training courses as requestedPerforms other duties as requested to serve members and support the mission goals of the Member Service Center and Connex Credit Union as a wholePerformance Measurements (if applicable):Qualifications and Requirements:Ability to maintain the confidentiality of member informationAbility to work collaboratively within the call center environmentStrong communication and sales skillsBilingual applicants preferred but not requiredHigh degree of responsibility and integrityProficiency in Microsoft Office suiteFlexible about work hours and shifts to accommodate business and member needs – Includes rotating Saturdays and occasional after-hour meetingsHigh school degree required; bachelor’s degree desirable1-2 years experience required