Member Contact Specialist

Altra Federal Credit Union; United States; Remote; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

401(k) with employer matching

Two-weeks paid sabbatical every five 5

Paid time off

Birthday off

Job summary

Altra Federal Credit Union in Wisconsin is seeking a Full-Time Member Contact Specialist to join our Member Contact Center. You will respond to member inquiries by phone, resolve issues, document interactions in the CRM, and meet performance metrics in a fast-paced environment.

Ideal candidates have at least 1 year of customer service, strong communication skills, and the ability to multi-task across multiple software tools.

Qualifications

• High school diploma (or equivalent) required.
• 1+ year of customer service or member support experience is required.
• Previous call center experience would be a plus but not required.

Responsibilities

• Respond to member inquiries promptly via telephone ensuring a positive member experience.
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiries.
• Proactively identify and address members’ needs, escalating issues when necessary.
• Accurately document member interactions in the CRM system.
• Meet or exceed performance metrics, including response time, quality, and member satisfaction.
• Model Altra’s service standards for being friendly and outgoing, non-judgmental, focused, trustworthy, and confident.
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise.

Skills

Phone skills

Computer skills

Math skills

Communication skills

Multitasking

MS Office

Positive attitude

Patience and resilience

Bilingual

Job description

Careers

Join the Team

Home > About Us > Careers > Join the Team Position:Member Contact Specialist Location: 1700 Oak Forest Dr Onalaska, WI Job Id:184 # of Openings:1 Altra Federal Credit Union is committed to providing exceptional service and meaningful support to our members. We offer a positive, people-centered workplace where team members can grow, contribute, and make a difference. We are currently hiring a Full-Time Member Contact Specialist for our Member Contact Center.
The Member Contact Specialist helps members by responding to inquiries, resolving issues, and providing prompt, professional support. In this fast-paced role, you will help create a positive member experience while upholding Altra’s values and service standards.
Key Responsibilities

• Respond to member inquiries promptly via telephone ensuring a positive member experience.
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiries.
• Proactively identify and address members’ needs, escalating issues when necessary.
• Accurately document member interactions in the CRM system.
• Meet or exceed performance metrics, including response time, quality, and member satisfaction.
• Model Altra’s service standards for being friendly and outgoing, non-judgmental, focused, trustworthy, and confident.
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise.

Qualifications

• High school diploma (or equivalent) required.
• 1+ year of customer service or member support experience is required.
• Previous call center experience would be a plus but not required.

Skills & Abilities

• Ability to learn and retain knowledge.
• Excellent phone skills, computer/keyboard skills.
• Good math skills.
• Effective oral and written communication skills and excellent organization skills.
• Ability to multi-task utilizing multiple sources of software to make thorough decisions.
• Must be proficient with Microsoft Office products (Word, Excel, Teams, and Outlook).
• A positive attitude and commitment to providing excellent service, in a fast-paced environment.
• Ability to handle a variety of member inquiries with patience and resilience.
• Bilingual (English / Spanish / Hmong) skills are strongly encouraged to support and better serve our diverse membership.

Availability

• This position is full-time, 40- hours a week, Monday through Friday.
• Hours are based on shifts between the operating hours of 7:30 a.m. to 5:30 p.m. CST.
• Shifts are based on department seniority and preferences.

Work Environment

• Work from home / remote opportunities will be an option for those candidates who live within Altra’s approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI.
• Member Contact Specialists require the ability to sit or stand at a desk for long periods of time, while having the ability speak, hear, and communicate with others, while taking inbound and outbound calls (on average 60-80 calls per day).

Pay & Benefits

• Hourly pay starting at $19.00 per hour ($18.00 base, plus $1 MCC premium).
• Eligible to participate in the monthly incentive plan, with payouts earned based on plan guidelines; anywhere between $5 and $400 per month.
• When bilingual in Spanish or Hmong, receive a $1.00 / hour pay premium after completing and passing the language exam.
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

At Altra Federal Credit Union, you’ll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact in the lives of others. By joining Altra, you’ll not only gain the opportunity to build meaningful relationships with members and coworkers, but you’ll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.
Altra is proud to be a Great Place to Work® certified company eight years in a row; 91% of our employees say Altra is a great place to work! At Altra, we invest in each other and work together to make a difference in the communities we serve and to help people live their best lives! We support diversity in the workplace and are an Equal Opportunity Employer.