Director leading customer service transformation initiatives at PwC, enhancing operational excellence and customer satisfaction. Acting as trusted advisor to senior leadership and driving impactful changes.
About the role
- VXP Specialist providing exceptional member service through various channels at Del Norte Credit Union. Assisting with account management and financial guidance in a call center environment.
Responsibilities
- Provide exceptional member service through phone, email, and digital channels.
- Assist with account management, online and mobile banking support, and consultative financial guidance to identify products and services that meet member needs.
- Efficiently handle inquiries, resolve issues, route calls, and support multiple departments.
- Promote member education, ensure compliance with regulations, and contribute to team and organizational success.
- Demonstrate a working knowledge of the applicable core system, including loan and deposit platforms.
- Open and close accounts, answer questions about products and services, and resolve problems.
- Identify and direct member calls to appropriate department as needed.
- Provide universal dual support to the Support Services, Card Services, and Loan Operations.
- Efficiently answer incoming calls and properly identify caller to assist with online banking, telephone banking, and mobile banking needs.
- Respond to requests received by email, fax, and online banking.
- Comply with all regulations, security procedures, and complete all mandatory annual compliance courses.
- Perform other related job duties as assigned.
Requirements
- Level I: One month to twelve months of similar or related experience.
- Level II: One year to three years of similar or related experience.
- A high school education or GED.
- Bilingual in English and Spanish strongly preferred. Incentive offered for bilingual proficiency.
- Handles sensitive information with complete confidentiality and professionalism.
- Provide excellent and knowledgeable service to our members, both internal and external by adhering to our core values.
- Conduct themselves and members fairly, ethically, and with confidence.
- Effective communication skills both oral and written.
- Critical thinker and effective problem solver.
- Collaborative service skills.
- Willing and eager to exceed expectations; demonstrated excellence in all aspects of service delivery operations.
- Demonstrated proficiency with 10-key calculator, Windows, and other MS Office products and applications.
Benefits
- Medical, Dental and Vision insurance. Available the first of the month following date of hire.
- Spanish Speaking Incentive
- 401(k) - Traditional or Roth
- Paid Time Off
- Eleven paid holidays/year
- Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
- Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.
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