On-Site Member Experience Specialist - Contact Center

Meritrust Credit Union; Broomfield (CO); On-site; USD 36,000 - 48,000; Full time

Job summary

Meritrust Credit Union in Colorado is seeking a dedicated Contact Center Associate to deliver exceptional member experiences in person at 360 Interlocken Blvd.

You will handle routine account transactions, assist with online and remote services, follow safety and security policies, and collaborate with other departments to resolve issues.

This role requires professionalism, confidentiality, and a customer-first mindset to support members with deposits, transfers, and inquiries.

Responsibilities

• 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, ensuring timely resolution.
• 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 at utilizing small blocks of off-phone time within established guidelines.
• Perform account maintenance.
• Perform research and make corrections and/or refunds on accounts when necessary.
• Understand, educate and assist members with Meritrust online and remote services.
• Complete annual Meritrust education program and maintain compliance with Bank Secrecy Act (BSA) and other regulatory requirements.
• Demonstrate self-sufficiency – using resources to find solutions.
• Prevent escalations and increase first call resolution through educating callers.
• Display an interest in investing in the growth and development of others.
• Display a willingness to mentor teammates and is able to adhere to mentor guidelines/expectations.
• Support chat interactions within established guidelines.
• Assist with the completion of service requests within established guidelines.
• Ability to work independently and meet performance metrics.
• Other duties as assigned.

Job description

Meritrust Credit Union in Colorado is seeking a dedicated Contact Center Associate to deliver exceptional member experiences in person at 360 Interlocken Blvd.

You will handle routine account transactions, assist with online and remote services, follow safety and security policies, and collaborate with other departments to resolve issues.

This role requires professionalism, confidentiality, and a customer-first mindset to support members with deposits, transfers, and inquiries.