Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.
Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes
Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members’ assets through strict adherence to risk mitigation procedures
Ability to meet performance metrics
including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history
Initiate, lead or participate in organization and/or department projects that help achieve our organization’s vision
Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services
Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills
Take initiative for your personal development and stay informed on current credit union processes/procedures
Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions

1+ years of related experience Required
Self-starter with a strong desire to learn and work independently
Excellent listening skills complemented by proficient verbal and written communication
Ability to ask probing questions to fully comprehend and support member questions and concerns
Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience
Ability to follow procedures, policies, and regulations
Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications
Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions

20 days of paid time off and 10 paid holidays
16 hours of paid Volunteer Time Off
401K Retirement with up to 6% employer match
Excellent Health, Dental, Vision insurance, including multiple plan options
Health Savings Account with generous employer contributions
Employer paid Life insurance, Short-Term and Long-Term Disability
Tuition Reimbursement from $4,000
$7,000 per calendar year
Robust Learning and Development program that includes an annual professional development stipend

Member Contact Center Consultant

Key skills