Connexus Credit Union

Contact Center Consultant

Connexus Credit Union

full-time

Posted on:

Location: Florida, Illinois, Iowa, Ohio • 🇺🇸 United States

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Job Level

Junior

About the role

  • 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
  • Maintain trust and integrity by ensuring members' information and transactions are held in confidence; safeguard members’ assets through strict adherence to risk mitigation procedures
  • Meet performance metrics including number of interactions with members, Quality Assurance, 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
  • Build trusting relationships through individualized and best in class member support and educate members on products and services
  • 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
  • Identify and render the best service possible to all members including interacting with other departments to answer questions

Requirements

  • This position is Remote; remote employees must reside in: FL, IL, IN, IA, MI, MN, MO, OH, TX, WI
  • 1+ years of related experience
  • 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 professionalism
  • Ability to follow procedures, policies, and regulations
  • Strong computer skills; experience working in a Windows environment, using the internet and databases effectively
  • Coachable; engage in clear and honest dialogue, welcoming open conversations