Neighbors Credit Union

Contact Center Representative (Part-time)

US-MO-St. Louis
3 weeks ago
Job ID
2017-1245
# of Openings
1
Category
Customer Service/Support

Overview

Neighbors Credit Union is seeking a Relationship Manager I for the Contact Center located at our South County location.

 

If you have experience in customer service and enjoy delivering great service – then you are what we are looking for!

 

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution. Here our employees have a simple purpose: to provide awesome member experiences!

 

At Neighbors Credit Union, you will be part of a team that always puts people before profits.

 

The salary range for this position is $12.47 to $15.58 per hour.

 

Responsibilities

Handles a large volume of calls related to member accounts and services. Responsible for managing member relationships by providing basic problem resolution and member education regarding accounts, loans, services, and delivery channels. Strives to meet sales and service goals by offering products and services that meet the needs of our members.

  • Handles member inquiries efficiently and effectively. Increases in call volume and efficiency expected over time. Contributes toward the reduction in the abandon rate.
  • Responsible for deepening, maintaining and repairing member relationships through phone and email interactions.
  • Uses basic functions of troubleshooting tools and resources to provide problem resolution regarding accounts, loans, services and delivery channels. Identifies complex issues and escalates to appropriate person for resolution.
  • Educates members to ensure proper use of accounts, services, delivery channels and financial tools to enhance their experience and maximize ease of use.
  • Strives to meet sales and service goals. Works toward meeting expectation during first year of employment. Contributes to the effectiveness of the team.
  • Responds to email inquiries from members. Processes stop payments, fraud claims, debit card disputes, etc. and forwards to the appropriate department.
  • Ensures compliance with all related federal and state regulations, Credit Union policies and procedures.

 

 

 

Qualifications

Experience:

  • Minimum of one year of financial institution experience.
  • One to two years of experience in customer service with focus on problem resolution.
  • Customer service phone experience preferred.

Education:

  • High school diploma.

Knowledge:

  • Knowledge of financial products and delivery channels.
  • Knowledge of telephone communication skills.

Skills:

  • Must possess excellent personal relations skills including listening, showing empathy, de-escalating angry members, etc.
  • Must possess excellent written communication skills.
  • Courtesy, tact and diplomacy are essential elements of the job. This work involves personal contact with others inside and outside the organization
  • Must be able to use several computer systems at once to gather data and provide quality problem resolution

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