IDB Global Federal Credit Union · 1 day ago

Contact Center Experience Associate

Washington, DC

Full-time

Remote

Entry Level

$42K/yr - $53K/yr

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Insider Connection @IDB Global Federal Credit Union

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Handles all incoming calls and web engagement in a timely manner.

Responds to member inquiries professionally by providing thorough and accurate information.

Processes member requests and resolve their issues utilizing the applications that you are given access to.

Research to fully understand the cause of members’ issues and provide a solution.

Identifies cross-selling opportunities and provides the necessary information so members can apply for CU products and services.

Connects members with the appropriate credit union representative when necessary.

Conducts outgoing and follow-up calls to address missed incoming calls.

Keeps up with IDB Global FCU’s product offerings, campaigns, events, procedures, and policies.

Educates members on the benefits and features of IDB Global FCU products and services and communicates current marketing promotions and events.

Reaches and maintains target goals for individual and group performance and customer service satisfaction set by management.

Handles external call center’s tickets and knowledge base.

Assists Manager with projects as assigned.

Serves as Back-Up for other roles when needed.

Identifies opportunities to cross-sell lending products and services to members during interactions and provides relevant information to meet their financial needs.

Collaborates with the marketing team to promote lending products and campaigns effectively, ensuring alignment with the member's objectives.

Assist members with credit card inquiries and provide support for loan applications.

Qualification

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Spanish/English fluencyMicrosoft SuiteTelemarketing experienceCredit union experience