Description
Navigator Credit Union is currently recruiting for a full time Member Contact Center Representative II. If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
ROLE:
Member Contact Representative II must provide accurate information through incoming calls regarding member inquiries/requests while actively educating and cross-selling products and services. Accountable for meeting member needs through maintaining a strong knowledge of financial solutions. Representatives will perform duties including but not limited to maintaining online account applications, to building loan applications from cross qualify opportunities, analyzing credit bureau reports, identifying and recommending opportunities to ensure the member's financial success, and performing a variety of account services while providing exceptional member service and adhering to NCU policies/procedures. Representatives will build strong, long-term relationships with Navigator Credit Union members while complying with industry regulations in efforts to protect the assets of members and the credit union. This role is eligible for remote work.
REMOTE WORK ELIGIBILITY AND REQUIREMENTS:
· Member Contact Center Representative II is eligible for remote work. This is considered a privilege for high performers to work remote and may not be offered to all Member Contact Center Representative II. Representative’s chosen for remote will need to read “Policy 6140: Remote Access” and sign the “Employee Device Policy Acknowledgement Form”. Employees working remote are expected to work in an environment that is free from distractions. Employees are also expected to follow all company policies at home, just as if you were in the office, taking special care to lock their computer during times it’s not being used. The employee will work with their manager to establish a schedule for in and out of office work. Employees are expected to be able to be available to come into the office at any time during a normal shift. In addition, webcams are expected to be uncovered at all time during the working day. Webcams are expected to be used any time an employee is in a meeting. The employee will also need to have internet speed of at least 100Mbps of download speed and 10Mbpd of upload speed of dedicated internet bandwidth. This will need to be verified by the IT department. The IT department will also visit the site of remote work to assist with setting up the work area.
RESPONSIBILITIES:
· Maintains up to date knowledge on all credit union products and services as well as policies and procedures. Utilizes sales and service tools and Creating Member Loyalty (CML) methodology to ensure the members’ needs are being recognized and met by offering additional products and services. Effectively escalates member disputes or issues through chain of command when necessary; however, must have the ability to resolve various disputes, concerns and requests within scope of authority.
· Respond to member requests from various channels, primarily inbound calls, adhering to credit union verification procedures and meeting individual and contact center goals. Identify, investigate, and resolve member concerns as well as process and complete member transactions in an efficient and effective manner.
· Ability to be back up to Operations Support Representative to complete Online Account applications and to maintain the credit union's new account onboarding process.
· Demonstrates the ability to communicate effectively and professionally, to provide excellent service to internal and external members. Maintains a friendly and welcoming tone during external and internal member interactions.
· Maintains up to date knowledge on all credit union products and services as well as policies and procedures. Utilizes sales and service tools and creating an exceptional member experience to ensure the members' needs are being recognized and met. Effectively escalates member disputes or issues through chain of command when necessary; however, must have the ability to resolve various disputes, or concerns and requests within scope of authority.
· Ensures confidentiality and protection of member information. Is discreet and professional when discussing sensitive financial information with internal and external members.
· Responsible to meet established goals regarding production.
· Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
· Demand of myself, and others, the highest levels of integrity, leadership, accountability and teamwork.
EDUCATION:
· High school degree or GED required. Additional on the job training courses may be required.
· Previous Call Center experience preferred.
SPECIFIC SKILLS/EXPERIENCE:
· Above average communication skills both oral and written.
· Proven ability to problem solve and manage several tasks and deadlines.
· Ability to work independently and as part of a team.
· Proven ability to meet individual production expectations.
· Ability to work both individually and as part of a team.
· Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude
· Bilingual preferred.
ADA:
PHYSICAL REQUIREMENTS:
· Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as a driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
WORKING CONDITIONS:
· Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
MENTAL REQUIREMENTS:
· Must be able to perform job functions independently or with limited supervision and work effectively alone or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
