Contact Center Specialist Remote

Description

***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.

Marine Credit Union is an Equal Opportunity Employer. 

Apply

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