Connection Center Specialist

Vibe Credit Union; United States; Remote; USD 25,000 - 36,000; Full time

Job summary

Vibe Credit Union is seeking a Connection Center Specialist to assist members across phone, email, chat, text, and video. You will provide timely information, resolve issues, and refer members to services that fit their goals.

You will handle transactions, loan inquiries, debit/credit card issues, and onboarding while protecting accounts from fraud and ensuring secure online banking experiences.

Qualifications

• Excellent verbal and written communication skills.
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Responsibilities

• Engage with members across phone, email, chat, text, and video.
• Provide timely, accurate information and resolve issues.

Skills

Communication

Organizational skills

Multitasking

Tech-savvy problem-solving

Education

High school diploma or equivalent

Tools

None

Job description

Remote

Our Purpose

At Vibe, we are driven by our mission to elevate community and create opportunity. We believe in fostering an environment of inclusivity where every team member has the chance to grow professionally. Guided by our core values – be inclusive, educate, embrace change, and seek opportunities - we are dedicated to making a positive impact in the lives of our members and communities. As we continue to grow and expand our team, we are seeking passionate individuals who share our vision and are eager to join us in our journey. If you are someone who is passionate about making a difference and is committed to creating a brighter future for our communities, we invite you to explore this exciting opportunity at Vibe!

Your Role: Connection Center Specialist

As a Connection Center Specialist, you'll be the go-to expert for members across all digital channels-phone, email, chat, text, and video. You'll provide timely, accurate information, resolve issues, and make value-added referrals that enhance the member experience. Your tech-savvy skills and problem-solving mindset will help members navigate everything from account management to fraud prevention.

What You'll Do:

• Connect & Communicate: Engage with members across multiple channels, clearly explaining the benefits of Vibe's products and services.
• Solve Problems: Identify needs, research issues, and provide effective solutions or alternatives.
• Support Accounts: Assist with transactions, loan inquiries, debit/credit card issues, and account adjustments.
• Promote & Cross-Sell: Build relationships and recommend products that align with members' goals.
• Onboard Members: Process new memberships and guide members through savings accounts, CDs, and lending products.
• Protect Members: Serve as the first line of defense against fraud, monitoring accounts and implementing security protocols.
• Tech Support: Help members troubleshoot issues with browsers, mobile apps, and online banking tools.
• Drive Results: Actively participate in cross-selling programs and meet all established sales and service goals.
• Ensure Compliance: Follow BSA, AML, CIP, and CDD regulations daily.
• Lead Solutions: Act as an escalation point for complex issues and make sound decisions aligned with credit union policies.
• Collaborate: Keep your manager informed and support marketing promotions by sharing new products and services.
• Meet all establishes Sales and Service Goals

What We're Looking For:

• Education: High school diploma or equivalent.
• Experience: Customer service experience preferred; call center and lending knowledge a plus.
• Skills: Strong communication, organizational ability, multitasking, and tech-savvy problem-solving.
• Attitude: Professional, adaptable, and ready to work in a fast-paced environment.

Why You'll Love It Here:

• A culture that values service, innovation, and growth.
• Opportunities to learn, lead, and make an impact.
• A supportive team environment that celebrates success.

Pay Range: $22.00 - $22.30 per hour