Contact Center Experience Associate

Job Description

Description:

Objective

The Member Contact Associate is responsible for answering calls, conducting web engagements, and conducting outgoing calls regarding member accounts, transactions, and automated services. Using a consultative approach, the associate assists members and uncovers needs that lead to the cross-selling of IDB Global FCU services.

Provides assistance with online requests and answers members' questions via email.

Key responsibilities include, but are not limited to:

Handles all incoming calls and web engagement in a timely manner.

Responds to member inquiries professionally by providing thorough and accurate information.

Process member requests and resolve their issues utilizing the applications you are given access to.

Research is needed to fully understand the cause of members’ issues and provide a solution.

Identifies cross-selling opportunities and provides the necessary information so members can apply for CU products and services.

Connects members with the appropriate credit union representative when necessary.

Conducts outgoing and follow-up calls to address missed incoming calls.

Keeps up with IDB Global FCU’s product offerings, campaigns, events, procedures, and policies.

Educates members on the benefits and features of IDB Global FCU products and services and communicates current marketing promotions and events.

Reaches and maintains target goals for individual and group performance and customer service satisfaction set by management.

Handles external call center’s tickets and knowledge base.

Assists Manager with projects as assigned.

Serves as backup for other roles when needed.

Lending Products Support and Cross-Selling

Identifies opportunities to cross-sell lending products and services to members during interactions and provides relevant information to meet their financial needs.

Collaborates with the marketing team to effectively promote lending products and campaigns, ensuring alignment with the member's objectives.

Assist members with credit card inquiries and provide support for loan applications.Requirements:

Requirements:

High school diploma or General Education Degree (GED) required; college education preferred

Spanish and English fluency is required

Excellent communication and writing skills in Spanish and English

Proficient in using a PC and Microsoft Suite and the ability to navigate multiple computer systems and programs

Previous credit union or banking experience is preferred

Previous telemarketing experience a plus

Strong organizational, communicative, and problem-solving skills as well as attention to detail

Ability to multitask and thrive in a high-paced, high-pressure environment

Proactive and team-oriented

IDB Global Federal Credit Union provides a fully comprehensive benefits package that includes health, dental, and vision plans, life insurance, short—and long-term disability plans, educational assistance, PTO, and a 401(k) retirement savings plan. This position pays between $20.42 and $25.52, depending on the candidate's qualifications and experience, and is also eligible for an annual incentive.

Full-time