On Site (La Crosse) Contact Center Specialist

***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: