Member Connections Specialist - Call Center Representative

City & County Credit Union; Maplewood (MN); On-site; USD 40,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Pension plan

Job summary

City & County Credit Union is seeking a Member Connections Specialist for our Call Center in Maplewood, MN. You will act as the liaison between members and the credit union, handling calls, emails and chats to resolve inquiries and educate members on products and services.

The role emphasizes exceptional customer service, teamwork, and adherence to banking regulations, with responsibilities spanning issue resolution, upselling where appropriate, and contributing to departmental goals.

Qualifications

• Experience in a customer support or call center environment
• Proven ability to cross-sell products/services
• Strong communication skills (verbal and written) and active listening

Responsibilities

• Manage large volumes of inbound/outbound calls and chats professionally
• Identify member needs, clarify information, research issues and provide solutions
• Upsell products when opportunities arise
• Build lasting relationships with members and coworkers
• Contribute to department and organizational goals
• Understand banking regulations relevant to the role
• Be a team player within the department and credit union
• Assist all areas as needed and adhere to BSA procedures
• Follow Bank Secrecy Act policies related to this position
• Other duties as assigned

Skills

Customer service

Cross-sell skills

Phone communication

Active listening

Written/chat communication

Multitasking

Attention to detail

Education

High School diploma; Associates or Bachelor's preferred

Job description

CCCU is looking for a Member Connections Specialist for our credit union's Call Center. You will serve as the liaison between our company and its current and potential members through phone calls, emails and chats. The successful candidate will be able to accept ownership for effectively solving member issues, complaints and inquiries, including simple banking transactions, while keeping member satisfaction at the core of every decision and behavior. You will also educate our members on credit union products and services that will help them be financially successful.

Responsibilities

• Manage large amounts of inbound/outbound calls and chats in a timely, professional and efficient manner
• Identify members' needs, clarify information, research issues and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships with members and coworkers by going above and beyond
• Contribute effectively to individual, department and organizational goals
• Possess a basic understanding of banking and/or credit union regulations
• Be positive and act as a team player within the department and the credit union
• Assist all areas of the credit union, as needed
• Follow Bank Secrecy Act (BSA) policies and procedures as they relate to this position
• Other responsibilities as assigned

Skills & Qualifications

• High School diploma required with Associates or Bachelor's degree preferred
• Previous experience in a customer support role/call center environment
• 2+ years financial/banking experienced preferred
• Proven superior customer service skills including ability to cross-sell products and services
• Strong phone and verbal communication skills, along with active listening
• Good written/chat communication skills
• Ability to multi-task, set priorities and manage time effectively
• Team player with high attention to detail, accuracy and thoroughness

Hours & Work Schedule

• 40 hours/week
• Monday through Friday, some Saturdays

Benefits

• Health, dental and vision insurance
• Health Savings/Flexible Spending accounts
• 401(k) and pension plan
• Life insurance and supplemental insurance
• Paid time off out of the office - Vacation time, Sick time and Paid Holidays
• Employee referral program
• plus much more!