Member Experience Specialist

Essential Credit Union; Baton Rouge (LA); On-site; USD 36,000 - 48,000; Full time

Job summary

Essential Credit Union is seeking a Contact Center Specialist to assist members by answering inquiries, processing transactions, and promoting available products and services. This role emphasizes accurate handling of teller, account, and loan transactions while delivering a superior member experience.

You will work in a fast-paced environment requiring strong communication, problem-solving, and the ability to multi-task. Some college is preferred, with annual compliance training provided.

Qualifications

• High school diploma required and some college level preferred.
• 1-2 years of previous experience in a financial institution setting.
• Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
• Excellent written and verbal communication skills.

Responsibilities

• Receive member telephone calls originated in the contact center queue.
• Respond to members’ requests, inquiries, and problems.
• Verify information with member prior to disconnecting any calls/contact.
• Handle member contacts thoroughly and concisely.
• Monitor call volume and seek assistance during periods of high volume.
• Create member service requests for the Fulfillment Agent.
• Explain and cross sells Credit Union products and services to members and potential members.
• Execute teller, account and loan transactions in a timely and accurate manner.

Skills

Multi-tasking

Verbal communication

Written communication

Cross selling

Education

High school diploma

Some college preferred

Tools

Microsoft Office

Core banking systems

Job description

Contact Center Specialist

Position Purpose

Responsible for explaining and cross selling Credit Union services and products to existing and potential members to establish account relationships. Responsible for responding to members requests, inquiries and/or problems relating to products, services, procedures applicable to both the depository and lending functions, and digital programs.

Duties and Responsibilities:

• Receive member telephone calls originated in the contact center queue.
• Respond to members’ requests, inquiries, and problems.
• Verify information with member prior to disconnecting any calls/contact.
• Handle member contacts thoroughly and concisely.
• Monitor call volume and seek assistance during periods of high volume.
• Solve issues related to either depository or lending functions.
• Create member service requests for the Fulfillment Agent.
• Explain and cross sells Credit Union products and services to members and potential members.
• Recognize and consider the needs of the members to provide a superior online experience.
• Identify opportunities to strengthen members’ relationships through additional product and service offerings.
• Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.
• Support Credit Union service initiatives such as online services.
• Stay abreast of services and product knowledge to handle most inquiries with minimum supervision.
• Maintain productivity log, member call back list, etc. according to expectations.
• Notify the Contact Center Assistant Manager or Manager if a problem, dispute, or complaint cannot be resolved at Contact Center Agent level.
• Maintain an open line of communications with Contact Center Manager and Assistant Manager on all member correspondence, outstanding issues, and department procedures.
• Maintain written procedures for position.
• Follow regulatory procedures in accordance with Federal and State Regulations
• Perform quality work within deadlines, with or without direct supervision, while adhering to company attendance policies.
• Knowledge of Bank Secrecy Act.
• Knowledge of Reg CC holds.

Major Accountabilities:

• Receive member telephone calls originated in the contact center queue.
• Respond to members’ requests, inquiries, and problems.
• Verify information with member prior to disconnecting any calls/contact.
• Monitor call volume and seek assistance during periods of high volume.
• Create member service requests for the Fulfillment Agent.
• Execute teller transactions, account transactions and loan transactions in a timely and accurate manner.

NOTE: THE LIST OF ESSENTIAL FUNCTIONS IS NOT EXHAUSTIVE. IT MAY BE SUPPLEMENTED AS NECESSARY FROM TIME TO TIME

Job Specification

High school diploma required and some college level preferred.

Training Requirements:

• Maintain working knowledge of Microsoft Office Products (word, excel, and office).
• Use of desktop and laptop computers.
• Working knowledge of other core systems.
• Annual training to ensure compliance with NCUA requirements, rules, and regulations.

Work Experience

• 1-2 years of previous experience in a financial institution setting.

Skills, Abilities, and Knowledge:

• Ability to multi-task, write short correspondence, present information to the members, and cross sell Credit Union products and services.
• Problem solving and solid decision-making ability.
• Excellent written and verbal communication skills.

Physical Requirements

Perform primarily sedentary work on computer or laptop for an average of eight (8) hours per day. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Other Requirements

Must be able to perform job functions with supervision and work effectively either on own or as part of a team. Must be able to read and carry out various instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on confidential matters.