Contact Center Consultant - Broomfield, CO (Bilingual Spanish Preferred) at Meritrust Credit Union in BROOMFIELD, CO 80021

Job description

• Salary Range
• Contact Center Consultant

Responsibilities

• Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences.
• Maintain confidentiality in all Credit Union and member matters.
• Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
• Follow safety and security policies and regulations.
• Thoroughly research member relationships to evaluate how Meritrust can better serve them.
• Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program.
• Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes.
• Receive and respond to member complaints, ensuring timely resolution.
• Handle high-priority requests, wire transactions, and loan payments.
• Collaborate with other departments to resolve complex issues.
• Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals.
• Update member information to ensure accuracy. Create a climate where callers feel valued and respected.
• Use time effectively – is creative and adept at utilizing small blocks of off-phone time within established guidelines.
• Perform account maintenance.
• Perform research and make corrections and/or refunds on accounts when necessary.
• Understand, educate and assist members with Meritrust online and remote services.
• Complete annual Meritrust education program and maintain compliance with Bank Secrecy Act (BSA) and other regulatory requirements.
• Demonstrate self-sufficiency – using resources to find solutions.
• Prevent escalations and increase first call resolution through educating callers.
• Display an interest in investing in the growth and development of others.
• Display a willingness to mentor teammates and is able to adhere to mentor guidelines/expectations.
• Support chat interactions within established guidelines.
• Assist with the completion of service requests within established guidelines.
• Ability to work independently and meet performance metrics.
• Other duties as assigned.

Requirements

• High School diploma or equivalent
• Working knowledge of principles and practices of a financial institution.
• Familiarity with online and remote banking services.
• Previous experience in a contact/call center required.
• Prior customer service experience required.
• Previous experience in a financial institution preferred.
• Excellent oral and written communication skills.
• Ability to operate necessary PC programs and systems used in contact center operations.
• Problem-solving and critical thinking skills.
• Proficiency in researching, performing account maintenance, and completing service tasks.
• Capability to support chat-based communication systems.

Skills

Preferred

• Bilingual Spanish preferred

Benefits

• $17.91 - $22.39 Hourly