Virtual Assistant, Medical Clinic Administration
20four7VA
Member Contact Center Consultant
Connexus Credit Union
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida, Illinois, Iowa, Ohio
Visit company websiteJob Level
Junior
About the role
- Work as frontline contact for members or individuals calling Connexus in a fast-paced environment.
- Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.
- Create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes with a focus on one call resolution.
- Maintain trust and integrity by ensuring members' information and transactions are held in confidence and safeguard members’ assets through strict adherence to risk mitigation procedures.
- Meet performance metrics - including number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history.
- Initiate, lead or participate in organization and/or department projects that help achieve the organization’s vision.
- Identify and render the best service possible to all members including interacting with other departments to answer questions.
- Volunteer and offer assistance as needed while achieving daily metrics through well-defined multi-tasking skills.
- Take initiative for personal development and stay informed on current credit union processes/procedures.
Requirements
- This position is Remote.
- 1+ years of related experience Required.
- Follows established routines under close supervision.
- Self-starter with a strong desire to learn and work independently.
- Excellent listening skills complemented by proficient verbal and written communication.
- Ability to ask probing questions to fully comprehend and support member questions and concerns.
- Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience.
- Ability to follow procedures, policies, and regulations.
- Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications.
- Coachable; engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions.
- Ability to meet performance metrics including number of interactions, Quality Assurance, accurate case notes and call history.
- Must reside in one of the following states to be considered for remote positions: FL, IL, IN, IA, MI, MN, MO, OH, TX, WI.
