Call Center Specialist

Are you looking to have a positive impact on people in your community? Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others. We’re a company with a long and successful history where trust is important and exceptional customer service is the standard. We are committed to our employees, our members and the communities we serve.

If you want to make a difference and be part of a growing, inclusive organization, join us in our mission.

Benefits:

Competitive compensation.

Medical, Dental and Vision coverage.

Paid time off.
401K contributory plan with company match.

The opportunity to become involved in community outreach.

The primary function of the Financial Needs Specialist is to serve as a call center representative in the Member Service Center working with members and prospective members of Connex Credit Union. The position will help members with all issues they may have as well as look for opportunities to improve a member’s financial life utilizing Connex’s products and services. The position must consistently provide excellent customer service while working within Connex policies and meeting or exceeding Connex service standards.

A Financial Needs Specialist requires a unique blend of patience, inquisition and problem solving skills. They must work resolve issues efficiently primarily resolving problems on the first call.

Essential Functions and Responsibilities :

Answers all inbound phone calls in an accurate, timely manner while adhering to all call center standards

Promptly responds to member requests via web chat and email

Conducts outbound calling as directed for sales and service needs

Delivers superior quality service while adhering to corporate, regulatory and audit guidelines

Takes ownership of member problems and works them until completely and satisfactorily resolved - Utilizes problem solving skills and thinks independently to resolve these issues

Reviews and approves requests for exceptions to Connex procedures and fee reversals up to approved limits. Refers requests above limits to the Director or Assistant Director of Member Service Maintains an excellent knowledge of products and services in order to make proper recommendations and referrals to members

Improves each member’s financial life by offering appropriate products and services during phone calls and other contacts

Processes loan applications for members and assists them with questions they may have in regards to the consumer lending products

Meets all sales and service goals consistently and contributes to the fulfillment of all Connex Credit Union goals

Actively participates in team meetings, round tables and additional training courses as requested

Performs other duties as requested to serve members and support the mission goals of the Member Service Center and Connex Credit Union as a whole

Performance Measurements (if applicable):

Qualifications and Requirements:

Ability to maintain the confidentiality of member information

Ability to work collaboratively within the call center environment

Strong communication and sales skills

Bilingual applicants preferred but not required

High degree of responsibility and integrity

Proficiency in Microsoft Office suite

Flexible about work hours and shifts to accommodate business and member needs – Includes rotating Saturdays and occasional after-hour meetings

High school degree required; bachelor’s degree desirable1-2 years experience required