Member Experience Representative

Call Center Representative

Ashland Credit Union is a non-profit and member-owned credit union that has been providing exceptional service to members for over 80 years. Continued growth and adaptability are what has allowed ACU to always be a trustworthy answer for staff and members along whatever journey in life they are on. At Ashland Credit Union, we embolden our members to achieve their financial goals.

Along life's journey, it is our mission that staff, members, and the community we serve can count on ACU for guidance as they strive to achieve more in life.

ACU has an exciting opportunity for a Call Center Representative to join our Member Experience Department in Ashland, KY. This position will understand and execute on ACU's strategic mission through the delivery of excellent member service, adhering to policy and procedure, and engaging members in brief conversations to enhance their financial wellness experience.

Job Responsibilities:

• Utilize active listening skills to understand member needs as they relate to service-related transactions.
• Create a great member experience and solidify ACU loyalty by effectively responding to member needs with both service and sales channels. This includes being proactive with members and offering solutions to members as they related to their relationship with ACU.
• Manage risk scenarios by utilizing sound judgement, high ethics, and prudence built upon an extensive knowledge of ACU policies and procedures.
• Be a brand ambassador in all interactions with members, employees, ACU board members, and volunteers.
• Actively participate in all required compliance and behavioral skill training that equip one for excellent job performance.
• Utilize available resources such as outbound calls, financial wellness conversations, targeted outreach campaigns and center of influence activities to capitalize on each member interaction.
• Other duties as requested by Supervisor or Member Experience Leadership.

Education & Experience Requirements:

High School Diploma or Equivalent Customer Service Experience Preferred

Required Skills & Abilities:

Excellent verbal communication skills Problem solving skills

Ability to work 40-hour schedule between the hours of Monday-Thursday 8:00 am to 5:00 pm, Friday 9:00 am to 6:00 pm, occasional 9:00 am to 1:00 pm on Saturday

Ashland Credit Union is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are committed to diversity and inclusion in the workplace and do not discriminate on the basis of race, sex, age, handicap, religion, natural origin or any other basis of protected class or where prohibited by law.