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Truity Credit Union · 3 months ago

Part-Time Contact Center Member Consultant

Bartlesville, OK

Full-time, Part-time

Onsite

Entry Level

1+ years exp

Truity Credit Union is seeking a Part-Time Contact Center Member Consultant to provide exceptional service experiences and build relationships with members. The role involves answering member inquiries, resolving issues, and conducting transactions across various channels while utilizing analytical and technical skills.

BankingFinancial Services

Growth Opportunities

Responsibilities

Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches

Have a good working knowledge of our products and services and the benefits they provide

Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and call backs

With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals

Utilize skills to effectively manage call length, speed of answer, and daily volumes

Actively listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service

Analyze and decision waiving of penalties and fees within approved limits ($50)

Manage and complete actions needed for fraud/identity theft/disputes related to cards, checks, ACH and account takeover. Complete documentation, working with member to determine extent of situation and action steps to take to correct/minimize loss and risk to both the member and the credit union

Successfully maintain knowledge and utilization of software applications, such as QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, etc. to provide quick and efficient service to members

Adhere to the clean desk policy to secure member information and follow opening and closing procedures

In the appropriate time frame, successfully complete all applicable compliance training and testing

When appropriate, participate in business development activities including community partner relations

Assist Spanish-speaking members when applicable

Perform member service duties as needed to serve member needs, including opening personal accounts and specialized accounts, such as IRA’s, Trusts, etc. Preform member inquire research, wire transfers, and other transactions

Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services

Remain informed, alert, and vigilant as it relates to fraud and/or scam activity

Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member

Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification

Take loan applications as appropriate and provide payoff information when requested

Perform all other duties as assigned

Qualification

Credit Union products knowledgeConsumer Lending productsDigital banking servicesMicrosoft Office SuiteCommunication skillsMultitaskingProblem-solvingTeam collaborationAdaptabilityConfidentiality

Required

A minimum of one year up to three years of similar or related experience, including preparatory experience

A high school degree or equivalent

Knowledge of Credit Union products and services

Knowledge of Consumer Lending loan products

Knowledge of IRA, HSA, and Trusts

Knowledge of Visa Cards

Knowledge of Microsoft Office Suite

Knowledge of technology and various software programs

Ability to maintain accuracy

Ability to carry out Credit Union mission, philosophies, values, and practices

Ability to solve practical problems and deal with variables in situations

Ability to multitask and make decisions in a fast-paced environment

Ability to organize and prioritize to make deadlines

Ability to open and close a call with warmth and professionalism

Ability to communicate effectively and efficiently in a timely manner

Ability to successfully communicate the benefit of products/services

Ability to speak with confidence and clarity

Ability to adapt professional style to the needs of the members

Ability to maintain confidentiality and professionalism

Skill in strong verbal and written communication

Skill in serving members through digital banking messages, e-mail, and live chat forums

Skill in participating in a productive team environment

Regular attendance and timeliness are essential functions of this position

Ability to sit or stand for a significant period of time and perform functions that require manual dexterity

Ability to occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds

A normal range of hearing, vision, and speech are required to effectively work with co-employees and members

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies

Maintaining confidentiality with regard to non-public information about our members and the Credit Union