Contact Center Specialist - Remote

Overview

This is a remote/work from home position. Are you seeking a rewarding career with opportunity for advancement? Do you enjoy a goal-oriented environment, challenging yourself, and working with customers daily? If so, we invite you to share your background and qualifications with us! Marine Credit Union is currently seeking a Contact Center Specialist who possesses a high level of professionalism and experience in customer service and call center communication.

In Short

• Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
• Accurately verify members and be on the frontline of fraud prevention.
• Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution.
• Act as a liaison between the member and back-office departments within the credit union.
• Assist members with complex problems to provide resolution and proper follow up.
• Provide routine account maintenance and process account transactions per member request.
• Provide technical support to members for digital banking and online account opening.
• Educate members on the most efficient way to do their business with the credit union.
• Advance member lives through active listening to member needs and offering solutions through credit union products and services.
• Ensure all credit union members and employee related business are kept in the strictest confidence.

Requirements

• Provide exceptional customer service to members and internal staff of the credit union.
• Be a member advocate by actively listening to members and applying solutions.
• Maintain knowledge including but not limited to loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
• Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
• Provide timely, complete, and accurate information to members.
• Achieve daily metrics related to the number of members helped through effective time management.
• Successfully resolve member issues and complaints with one call resolution.
• Ability to multi-task while using computer programs.
• Candidates must be available from 8 AM – 5 PM Monday – Friday and one Saturday per month from 8 AM – 1 PM.

Benefits

• Competitive compensation with a low-cost comprehensive benefits package for full-time employees.
• Work-life balance with PTO and paid holiday program.
• Additional PTO when employees volunteer.
• Excellent paid training and ongoing professional development opportunities.
• Values internal mobility.