Digital Branch Operations Analyst

Collins Community Credit Union; Iowa (LA); On-site; USD 52,000 - 68,000; Full time

Job summary

Collins Community Credit Union in Des Moines, IA is recruiting for a Digital Branch Operations Analyst at the Blairs Ferry branch. You will provide quality member service and support Digital Branch agents across multiple channels, while maintaining compliance and explaining products and services.

The role requires problem-solving, reliability, and the ability to lead in the absence of management, including weekend shifts.

Qualifications

• High school diploma or equivalent; sales experience preferred.
• Strong work ethic with detail orientation and multitasking ability.
• Ability to communicate professionally across multiple channels.
• Must be bondable; rotating schedule; knowledge of CCCU policies.
• Word, Excel and Outlook knowledge is helpful.

Responsibilities

• Analyze call center data including call volume and satisfaction.
• Provide member service via all platforms (video, phone, SMS, chat, email, mail).
• Serve as team lead in management absence; rotate weekend shifts.
• Resolve escalated member scenarios with research.
• Maintain member accounts and documentation per compliance.

Skills

Sales experience

Communication skills

Multi-tasking

Time management

Attention to detail

Education

High school diploma or GED

Tools

Word

Excel

Outlook

Job description

Career Opportunities with Collins Community Credit Union

A great place to work.

Careers At Collins Community Credit Union

Collins Community Credit Union, a growing organization is currently recruiting for a Digital Branch Operations Analyst at our Blairs Ferry branch. This person will be a competitive, independent, "doer" who can problem solve and get things done through people. In this role, you will work to provide quality member service to both Credit Union staff and members by furnishing and processing necessary information, offering assistance, and answering questions. Maintain member accounts and documentation in accordance with departmental expectations and compliance. Responsible for originating, distributing, and tracking all products initiated by Digital Branch employees.

Applicants must have valid work authorization for permanent employment in the U.S. without the need for sponsorship.

Essential Functions:

• Demonstrate enthusiastic support of corporate mission, core values, and long-term objectives. Perform duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures.
• Demonstrate positive member service in all interactions with both staff and membership.
• Represent the Credit Union in a courteous and professional manner. Maintain and protect the Credit Union’s professional reputation and maintain confidentiality and privacy of members' information. Promote a positive image of the Credit Union.
• Have a working knowledge of all Credit Union products and services.
• Provide member service via all communication platforms, including video, phone, SMS, chat, email, fax and postal mail.
• Effectively navigate and utilize all systems and equipment necessary to perform job functions.
• Perform any time-consuming after-call work generated by agents within the Digital Branch.
• Provide support to Digital Branch agents and objectives via resolution of scenarios that may be extensive, complicated, and/or escalated.
• First point of contact to resolve escalated member scenarios. Execute research as necessary to resolve the issue in a satisfactory manner.
• Serve as Team Lead in the absence of management, including rotating weekend shifts, and support departmental oversight, training, communication, and delegation as needed.
• Responsible for building member relationships by actively uncovering and evaluating members' financial needs and offering products/services to meet those needs. Includes follow-up activities as needed.
• Have a thorough knowledge, and remain compliant, of all Federal Regulations and Credit Union Policies relating to this position.
• Consistently meet department availability, adherence, and quality standards.
• Analyze call center data, including call volume, member satisfaction scores, agent performance metrics, and call routing performance.
• Assist in additional departmental functions as directed and assigned by leadership.

Working Conditions:

This position is a stationary sitting position at their workstations utilizing a personal computer, with occasional movement to access office machinery; this position communicates to both internal staff and members on a daily basis via, email, instant messaging, telephone, fax and occasionally, in person; will need to communicate over the telephone utilizing a double eared headset, and will need to manage distractions and be able to multi-task regularly; schedule is subject to change at any time based upon the needs of the department; the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Job Qualifications:

High school diploma, GED or equivalent; a strong and proven work ethic, past financial institution, sales experience preferred; attention to detail, great organizational and time management skills, and the ability to multi-task are all desired skills; must be able to work under pressure with interruptions; and ability to communicate professionally through all communication channels with co-workers and members is required; sales ability and interpersonal skills are necessary; a working knowledge of Word, Excel and Outlook is helpful; must adhere to the Credit Union’s Security, Procedure and Policy guidelines; be willing to work a rotating work schedule; must be bondable in accordance with State of Iowa and CCCU guidelines.

Collins Community CU is dedicated to teaching you skills to make you successful! We are focused on giving you a strong network of support, professional development, and career advancement opportunities, all of this we offer because we are dedicated to YOUR success.

What You Receive from Employment with CCCU

A Comprehensive Health, Wellness and 401k package.

It’s our passion to empower people, and especially our employees, to add years to their lives and more life to their years. That means a healthy account balance and a healthy body to match.

We live our Core Values with Purpose and believe putting our employees first will enable and embolden them to put our membership first.

What we offer you

• Competitive Pay
• Bonus
• Benefits Package
• 401k Match
• Tuition Reimbursement
• Disability Insurance
• Employee Discounts
• Career Training & Development Opportunities

Collins Community Credit Union is an EEO Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans and individuals with disabilities to apply for career opportunities with the Credit Union. We are an E-Verify Employer.