Contact Center Consultant - Broomfield

Meritrust Credit Union; Broomfield (CO); On-site; USD 57,308,000 - 65,629,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision

Paid Time Off

Holidays 12

Annual Bonus

401(k) Plan

Wellness Program

Tuition Assistance

Employee Loan Discount

EAP

Life & Disability

Job summary

Meritrust Credit Union in Broomfield is seeking an entry-level, full-time Contact Center Associate for an in-person role that centers on delivering exceptional member experiences and handling routine account inquiries. You will maintain confidentiality, follow security guidelines, and represent the credit union with integrity.

Work hours are 8:45 AM – 5:35 PM, Monday through Friday with rotating Saturdays. This position offers strong benefits and opportunities for growth within MCU.

Qualifications

• High school diploma required.
• Strong communication and customer service skills.
• Ability to maintain confidentiality and follow policies.

Responsibilities

• Present a positive image of the Credit Union via professional interactions.
• Research member relationships to better serve them.
• Assist members with deposits, withdrawals, transfers, and account changes.
• Resolve member inquiries and complaints in a timely manner.
• Educate callers about Credit Union products and services.
• Use CRM to send referrals and meet performance goals.

Education

High School Diploma

Job description

Job DetailsLevel: EntryJob Location: BROOMFIELD, CO 80021Position Type: Full TimeEducation Level: High SchoolSalary Range: $20.00 - $20.00 HourlyJob Shift: DayWe recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join the Meritrust team, your benefits will include:

• Comprehensive medical insurance plan
• Dental and vision insurance
• Generous paid-time-off
• 12 paid holidays
• Annual bonus(discretionary bonus based on achievement of organizational scorecard results)
• 401(k) plan
• Wellness program
• Tuition assistance
• Employee loan discount
• Employee Assistance Program (EAP)
• Life and disability coverage

What sets working for Meritrust apart?

• Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
• Supportive and engaging work environment.
• A wellness and sustainable work culture that puts family, our community, and your health first.
• A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.

This is a full-time position working 40 hours a week, Monday-Friday 8:45am - 5:35pm and alternating Saturdays 8:45am - 12pm.

POSITION SUMMARY:

As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. In the Contact Center, this is achieved by consistently committing to the Meritrust Core Values and delivering excellent member experiences through every interaction.

Location: In-personis an essential expectation for this roletomaintainmember information security, createbettermember experience by ensuring employees receive immediate feedback on calls and to enable IT to limit interruptions to service with phone connectivity and internet coverage.360Interlocken CO,151 Main St.Meritrust Center, KS.

Work Hours: 8:45 AM – 5:35 PM M–F, plus rotating Saturdays 8:45 am - 12:00 pm; hours may change according to the organization ordepartmentbusiness need.

ESSENTIAL FUNCTIONS:

• Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences.
• Maintain confidentiality in all Credit Union and member matters.
• Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
• Follow safety and security policies and regulations.
• Thoroughly research member relationships to evaluate how Meritrust can better serve them.
• Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program.
• Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes.
• Receive and respond to member complaints, ensuringtimelyresolution.
• Handle high-priority requests, wire transactions, and loan payments.
• Collaborate with other departments to resolve complex issues.
• Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals.
• Update member information to ensure accuracy. Create a climate where callers feel valued and respected.
• Use time effectively – is creative and adept atutilizingsmall blocks of off-phone time within established guidelines.
• Perform account maintenance.
• Perform research and make corrections and/or refunds on accounts when necessary.
• Understand,educateandassistmembers with Meritrust online and remote services.
• CompleteannualMeritrust education program andmaintaincompliance withBankSecrecy Act (BSA) and other regulatory requirements.
• Demonstrate self-sufficiency – using resources to find solutions.
• Prevent escalations and increase first call resolution through educating callers.