Business and Operations Associate
Catena
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
- 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
