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BCU · 4 months ago

Spec, Call Center Service Delivery

Vernon Hills, IL, 340 N Milwaukee Ave, Vernon Hills, Illinois, United States of America

Full-time

Hybrid

Entry Level

$22/hr - $22/hr

1+ years exp

BCU is a growing organization that empowers people to discover financial freedom. This role provides service support by answering incoming calls and resolving member inquiries with empathy and compassion, while also promoting credit union products and services.

BankingFinancial Services

Growth Opportunities

Responsibilities

Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned

Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification

Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support

Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices

Based on member need, promote the adoption of or conversion to available credit union products and services

Own the ability to quickly adapt and support new strategies, tools, and tactics to better service our members

Build strong internal partnerships with management and peers in contributing to a productive and quality team environment

Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training

Other duties as assigned

Qualification

Customer service experienceActive listening skillsRegulatory knowledgeMicrosoft Office knowledgeInterpersonal skillsVerbal communicationWritten communicationProblem solvingAttention to detailAdaptabilityTeamwork