Information Center Member Service Specialist Remote; MA, NH

Information Center Member Service Specialist I, Full-Time, Remote (MA, NH Only)

Schedule
- Monday
- Friday 11a-8p, Saturday 10a-7p with a comp day during the week.

Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members' needs, and cross-sell appropriate products.

Essential Functions:

• Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the Service Excellence Scorecard
• Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work
• Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services
• Participate in performance development by being receptive to constructive coaching feedback from Performance Leads, Assistant Managers, Managers and Peers
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments
• Accurately process transactions, file maintenance and all other member requests
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union
• Perform other job-related duties as assigned or requested. Complies with regulatory compliance and assigned training requirements

High School diploma or equivalent

Minimum 6 months of call center or banking experience

Strong interpersonal skills

PC Skills

Ability to multitask

Spanish Speaking a plus