Coordinating Contact Center team to manage service objectives and metrics in automotive sector. Identifying performance issues and implementing corrective actions for continuous improvement.
About the role
- Contact Center Associate handling member inquiries via phone for Seattle Credit Union. Providing friendly and efficient service while adhering to departmental guidelines.
Responsibilities
- Answer calls or inquiries in a high-volume environment while providing excellent member service and meeting performance targets
- Contribute to and consistently meet departmental, individual, and organizational goals and targets; including service level standards, call metrics, quality of service, and production
- Proven expertise in credit union products and services, including card systems, wire transfers, online banking systems, and product referrals
- Uses sound judgement on when to engage support to resolve challenges, utilizing resources and training to answer inquiries
- Takes responsibility for quality and quantity of work
- Deliver expertise in credit union products and services, while assisting members with general inquiries, such as balances, transaction history, and stop payments
- Contribute to a strong Member Loyalty rating and after-call survey score by providing high quality service based on our service standards
- Listening to our members, leading with empathy, owning the solution, delivering excellence, and utilizing appropriate escalation techniques
- Proactively perform tasks and contribute to member channel queues that directly impact member experience
- Manage all interactions with members, primarily over the phone, in a kind and welcoming manner that aligns to the mission and values of the credit union
- Lead with technology-based solutions and education to promote self-service, while finding creative solutions, problem solving, troubleshooting, and delivering on commitments
- Open to mentoring and coaching through review and analysis of real member transaction recordings in order to advance delivery of a premier level of service to our membership and community
- Responds positively to feedback and coaching
- Obtain a strong understanding of credit union products and services and refer them appropriately to members and potential members, and capture member feedback when appropriate
- Mitigate risk to the credit union by adhering to policies and procedures, including verification requirements, processing transactions with accuracy, and proactively identifying and escalating red flags
- Ability to support members and internal partners utilizing Seattle Credit Union services, including Online Banking, Mobile Apps, website, bill pay and ATM’s
- Maintain knowledge of Seattle Credit Union’s Bank Secrecy Act policy, procedures, and practices to meet compliance requirements, while keeping up to date on changes in policy and technologies
- Communicate effectively, both verbally and written, in English and a second language, if applicable
- Effectively adjusts to changing and evolving priorities and expectations
- Prepared to work during inclement weather or business continuity event, to ensure uninterrupted support for our membership.
- Demonstrated commitment to SCU Values
- Maintain reliable attendance and punctuality
- Other duties as assigned.
Requirements
- One (1)+ year of sales and/or retail service
- One (1)+ year high-volume call center experience
- Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
- Accurate 10-key, keyboarding/typing skills and at least a typing speed of 55 WPM
- Excellent telephone skills and communication skills
- Strong people and customer service skills, including ability to de-escalate
- Ability to connect with others with tact, discretion, and courtesy within and outside the organization
- Ability to perform basic math calculations
- Ability to manage competing priorities in a high-volume and fast-paced/multi-tasking environment
- Preferred Qualifications: Associate degree or higher
- One (1)+ year of experience in a financial institution, member-facing, high transaction role
- Experience handling chat, texting, or video interactions
- Experience with Fiserv systems, including DNA and Architect.
Benefits
- low-cost medical contributions
- zero contributions for dental and vision plans
- generous paid time off program
- 401k plan with a dollar-for-dollar employer match up to 5%
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