Contact Center Specialist Remote
*This is a remote/work from home position.* Are you seeking a rewarding career with opportunity for advancement? Do you enjoy a goal-oriented environment, challenging yourself, and working with customers daily? If so, we invite you to share your background and qualifications with us! Marine Credit Union is currently seeking a Contact Center Specialist who possesses a high level of professionalism and experience in customer service and call center communication.
Major Duties and Responsibilities
- Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
- Accurately verify members and be on the frontline of fraud prevention.
- Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution.
- Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset.
- Assist members with complex problems to provide resolution and provide proper follow up.
- Provide routine account maintenance and process account transactions per member request.
- Provide technical support to members for digital banking and online account opening.
- Educate members on most efficient way to do their business with the credit union.
- Advance member lives through active listening to member needs and offering solutions through the credit union products and services.
- Ensure that all credit union members and employee related business are kept in the strictest confidence.
Expectations
- Provide exceptional customer service to members and internal staff of the credit union.
- Be a member advocate by actively listening to members and applying solutions.
- Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
- Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
- Provide timely, complete, and accurate information to members.
- Achieve daily metrics related to number of members helped through effective time management.
- Successfully resolve member issues and complaints with one call resolution.
- Ability to multi-task while using computer programs.
- Candidates must be available form 8 AM – 5 PM Monday – Friday and one Saturday per month form 8 AM – 1PM
Knowledge, Skills and Abilities
- Excellent written, verbal, and interpersonal communication skills.
- Ability to work independently and within a team.
- Detail oriented with strong computer skills.
- Strong analytical and problem-solving skills.
- Ability to build influential relationships with internal and external members of the credit union.
- Effective conflict management skills.
- Ability to use judgement and work independently to solve day-to-day problems within established guidelines.
- Proven sales ability to identify member needs and offer products or services to improve the member impact.
Experience
- A minimum of 2 years previous customer service experience.
- Previous experience with phone related work highly desired.
- Experience working within a financial banking or sales role a plus.
- Previous experience working in a remote setting or environment.
Education
- High School Diploma or equivalent required.
- Post-secondary education preferred.
Physical Requirements (with or without accommodations):
- Long periods of sitting will occur regularly.
- Occasional lifting and/or moving 15 lbs or less.
This job description is not a complete statement of all duties and responsibilities comprising this position.
WHY JOIN MARINE CREDIT UNION
Marine Credit Union offers a competitive compensation with a low-cost comprehensive benefits package for full-time employees. Here at MCU, we value a work-life balance by providing a PTO and paid holiday program and giving additional PTO when our employees volunteer. Marine Credit Union provides excellent paid training, on-going professional development opportunities, and values internal mobility. Marine Credit Union has the resources to take your career to new heights.