Member Solutions Guide - Contact Center
|Aug. 29, 2016 - Dec. 31, 2019|
|Department:||Elevations Credit Union|
Member Solutions Guide- Call Center:
This opportunity offers a high energy, upbeat, empowered environment in a fun, member focused organization. If you enjoy relationship building, are creative and innovative, and thrive on challenging worthwhile work, this could be the opportunity for you! Elevations Call Center forms the backbone of the delivery channels that interact with our members through the Phone Center, Online/Mobile Banking and Chat. Our members rely upon the Call Center Guides to be their trusted go-to source for help with any account service, lending or technology channel access issue or product solutions.
Responsibilities and Expectations:
Smile, have Fun and be an active part of Team Elevations! Listen and be proactive in fulfilling the financial needs for each member with appropriate business and consumer product/service recommendations and technology channel access support via Phone, Online/Mobile Banking, Email and Chat through the Call Center. Be dedicated and enjoy helping members and business partners. The successful candidate will continually demonstrate a world class consultative sales and superior service approach as they engage members.
•Use proactive approach with identifying sales opportunities and providing solutions or resolve through inbound calls, emails and chats.
•Recognize opportunities and educate members on the best way to use digital solutions.
•Recognize opportunities to help members with our lending products and refer them to a Financial Solutions guide
•Use problem solving methodology to listen, empathize, apologize, react and notify the member of a solution.
•Convey information to members in a clear, compelling way that will positively affect their thoughts and actions.
•Strong understanding of online/mobile banking technology product and services.
•Experience and understanding of 3rd party financial software – i.e. Quicken, QuickBooks, Mint.com and various Internet Browser application.
•Gain the trust of members by being honest, keeping commitments, sharing information, and treating them with respect.
•Have the focus, persistence, positive outlook, and discipline to meet the personal demands of high volume, fast paced sales/service and technology support role/environment.
•Set high standards of performance, quality, and accountability for oneself.
•Seeks opportunities to enhance knowledge of Elevations products and services as well as member needs.
•Focus on key department level metrics relating to sales, service, adherence, etc.
•Adhere to all applicable state and federal regulations.
•Perform other duties as assigned.
Knowledge and Skills:
•Experience: 1 year in a consultative sales/service environment. Call Center experience a plus. Online Banking/Internet Browser technology troubleshooting experience a plus. Business and consumer lending product knowledge a plus.
•Education: Bachelor’s degree a plus.
•Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or can be of a personal or sensitive nature.
•Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
•Please view Equal Employment Opportunity Posters provided by OFCCP here.
•The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
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