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Liberty First Credit Union · 8 hours ago

Contact Center Consultant

Lincoln, NE

Full-time

Onsite

Entry Level

$17/hr - $18.50/hr

1+ years exp

Liberty First Credit Union is a well-regarded small company located in Lincoln and Omaha. They are seeking a Contact Center Consultant to provide high quality, positive member interactions through various communication channels, while addressing member needs and promoting credit union products and services.

BankingFinanceFinancial Services

Comp. & Benefits

Responsibilities

Provide solutions for members’ needs and build rapport while providing outstanding service

Communicate courteously, professionally, and effectively in a variety of ways with a diverse audience, including use of proper grammar and correct spelling

Communicate membership qualifications and account information: deposit/loan balances, check clearings, deposit/loan postings, statement information, payroll, debit /credit cards information etc

Process and open online requests for new accounts, deposit products and consumer loan products

Process incoming transactions and questions tied to transferring deposits, applying payments, reversals and corrections, wire transfers, check requests, payroll distributions, and any variety of banking needs

Process stop payments, address changes, check orders and ensure proper forms are obtained and delivered to the appropriate department

Retain existing members, selling and promoting the credit union value-added products/services

Assist with processing debit/credit card products using various online and internet banking platforms and services, including fraud prevention programs

Protect the member and credit union from fraudulent and suspicious activities by maintaining proper procedures

Maintain knowledge of: features and benefits of all credit union products and services for cross selling and sales purposes; credit union policies and procedures to be able to provide this information to members; the rate and terms of products (deposit/lending) and how to provide quotes to the members as the market changes; all state and federal regulations that are applicable to the transactions performed in the call center area to stay in compliance; competitor’s products/services with a continued interest in improving quality products/services for the credit union; Actively support our “sales, service and lending” culture and demonstrate these skills by learning and taking on new initiatives and training as business needs change

Develop an understanding of credit union history, philosophy, organization, bylaws and operational procedures

Follow LFCU core values and service expectations

Assist in any area as directed by management

Qualification

Customer service experienceFinancial services experienceMicrosoft WordMicrosoft ExcelMulti-taskingInterpersonal communicationProblem solvingAttention to detail

Required

Highschool diploma plus some college education preferred

Customer service experience required

Some experience in a financial business with services/products tied to banking required, at least one year preferred

Proficient in basic computer skills such as use of Microsoft Word, Excel and database or member application software

Ability to multi-task, complete work with accuracy and attention to detail

Must have excellent interpersonal communication skills with the ability to promote products/services necessary to members and project a positive attitude/image

Ability to listen to be able to fully understand, showing respect and empathy for the member and the credit union

Ability to use proper judgement and decision making to identify issues and to clarify through probing questions, knowing when to escalate issues onto other team members as needed for additional research and follow up with team for resolution

Ability to problem solve by taking ownership of issues, assessing members' needs, providing solutions and offering appropriate corresponding credit union products/services

Ability to apply broader aspects of established practice to situations which go beyond clear, concise guidelines

Preferred

Some experience in a financial business with services/products tied to banking preferred, at least one year

Benefits

Medical – LFCU pays 85% of premium, associates pay only 15%

Dental – Free to associates

Vision - LFCU pays 50% of premium

Life and ADD – LFCU pays 100% of premium, Voluntary Additional Life/DD available

Short-term and Long-term Disability – LFCU pays 100% of premium

AFLAC Supplemental –Cancer, Critical Care, Accident, Hospital - associate paid

Flexible Spending Accounts (FSA) – Health Savings and Dependent Care

Retirement Plan – LFCU contributes 5% of associate earnings to Profit Sharing. LFCU matches 100% up to 3%, plus 50% on the next 2%, max of 4% of associate’s 401(k) contributions.

Gain Share Plan - Reviewed and approved by the Board annually, this plan rewards employees when the credit union achieves above average performance. Employees are also rewarded based on their level of performance and contributions to the success of the credit union.

Vacation– 2 weeks/year for new hires

Sick – 2 weeks/year for new hires

Personal Day – 2 days earned after one year

Holiday Pay – 6 paid holidays/year. 5 additional federal holidays per year are reserved for all-staff meetings. For one 1 of the 5, staff are required to attend an all-staff meeting, and the remaining 4 may be provided as holiday pay based on LFCU's discretion.

Funeral Leave

Quarterly all-staff professional development

Tuition Reimbursement

Fitness Club Reimbursement

Free Breakfast on Fridays

LFCU Apparel – 2 free items annually