Contact Center Consultant

Contact Center Consultant Meritrust Credit Union - 3.8 Broomfield, CO Job Details Full-time $20 an hour 2 days ago Qualifications Record keeping Computer operation Financial sales Microsoft Excel Customer relationship building Reputation management Financial transaction processing Phone communication Basic math Bank transfers Promoting bank products Filing Client relationship development High school diploma or GED Cross-selling Analysis skills Math Financial record maintenance Clerical experience Productivity software Bookkeeping Communication skills Promoting bank services Stakeholder relationship building Entry level Under 1 year Customer complaint resolution Client interaction via phone calls Full Job Description

POSITION SUMMARY

Responsible for handling and resolving a variety of basic member service calls including but not limited to, account statements, account balance, payments, transfers, and password resets, in a prompt and courteous manner. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Contact Center.

ESSENTIAL FUNCTIONS

Receive and handle member telephone questions and complaints in a professional manner Provide general information to members on Credit Union policies, procedures, and programs Provide basic information to members on accounts, payments, interest rates, loan options, and savings programs Perform basic maintenance functions for loan payments Provide accurate and complete information about Credit Union products and services to members Maintain and convey the Credit Union's professional reputation Support the organization through strict adherence to attendance and punctuality policies/guidelines Maintain good business relationships with members. Member problems and complaints are promptly and professionally addressed and resolved. Ensure Member Contact Center Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures Keeps supervisor informed of area activities and significant problems Maintain good working relationships and coordination with department personnel and management Provide appropriate assistance to department staff as needed Assists other Credit Union departments as necessary Performs related clerical duties as needed Process ACH loan payments Maintain office supply inventory and order when needed Distribute incoming mail for the department Actively and professionally cross sells Credit Union services Maintain goals of the Contact Center to include phone quality, calls per hour, availability, talk time, and handle ratio

QUALIFICATIONS EDUCATION/CERTIFICATION

High School Diploma or

GED REQUIRED KNOWLEDGE

General knowledge of Credit Union policies and procedures Basic understanding of loans, payment processes, and interest rates

EXPERIENCE REQUIRED

Six months of experience in customer service or Contact Center environment

SKILLS/ABILITIES

Excellent verbal and written communication and member/customer service skills Ability to work well under pressure with a positive and professional demeanor Ability to use a personal computer and related software applications including Microsoft Word and Excel Solid math skills and bookkeeping abilities Problem analysis and problem solving Able to read,write and comprehend instructions, memos and correspondences