Member Advisor-Contact Center

4 days ago

Janesville, United States Blackhawk Community Credit Union Full time
Job DescriptionJob Description

Job Description

Contact Center Member Advisor

Job Classification: Full Time

FLSA Status: Non-Exempt

Department: Contact Center

Reports To: Contact Center Manager

Senior Leader: Chief Experience Officer

Job Overview

A Contact Center Member Advisor (CCMA) is responsible for creating an exceptional experience for each member seeking assistance via telephone or digitally. CCMAs consistently exceed BHCCU service standards each time they answer a call or digital interaction. Delivers helpful and pleasant service that promotes financial education while using expert knowledge to process a variety of financial inquiries accurately and efficiently. Inquiries may include account openings, loans, lines of credit, service requests, and transactions.

Major Tasks, Responsibilities and Key Accountabilities

  • Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA.
  • Provides friendly, helpful service that promotes financial discipline through:
    1. Executing daily interactions with a professional attitude.
    2. Maintaining knowledge of BHCCU products and processes.
    3. Proactively greeting members with a smile, proper introductions, and full attention.
    4. Taking responsibility for service levels for all member access mechanisms of communication; phone, digital banking conversations, emails, text messages, and video conferencing.
    5. Properly identifying members, keeping member information confidential, using tools necessary to keep security at the forefront of member service and experience. Creating secure interactions by fully verifying our members’ identities.
    6. Understanding the members’ objectives by asking appropriate questions and listening to the members’ responses.
    7. Delivering consistent member experiences by applying Blackhawk Community Credit Union’s service standards.
    8. Exhibiting ownership of Contact Center goals and completing necessary reports that summarize daily activities.
    9. Teamwork and collaboration.
    10. Recommending the best solutions and guiding members through steps to accomplish their goals and strengthen their financial well-being.
    11. Processing transactions accurately and efficiently.
    12. Following up with the members to ensure satisfaction and to provide encouragement.
  • Fulfills member service requests including account maintenance, research, reconciliation, and correction.
  • Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
  • Follow processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA). Complete required annual BSA training to ensure you understand your responsibilities that apply to BSA, including:
    • CIP (Customer Identification Program)
    • CDD (Customer Due Diligence)
    • Beneficial Owner identification and verification
    • Prohibited Account Types
    • CTRs (Currency Transaction Report)
    • SARs (Suspicious Activity Report)
    • OFAC (Office of Foreign Assets Control
    • Monetary Instruments
  • Performs other duties as assigned, including but not limited to, internet or phone loan applications, eService requests including mobile deposit and bill pay enrollment, digital banking trouble shooting, and assisting peers in the branch with member service requests.

Education & Experience:

  • Must be at least 18 years of age.
  • Associate degree, High School diploma or equivalent level of knowledge and skills.
  • Minimum of two years of previous Teller, or Member Advisor experience.
  • Previous experience in a similar position at a financial institution along with knowledge of banking and/or credit union regulations preferred.
  • Bilingual not required but recommended.
  • Pass the pre-employment background check.

Competencies:

  • Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
  • Must possess excellent verbal and written communication skills.
  • Must have reliable attendance.
  • Ability to work independently and in a team environment.
  • In-depth knowledge of member self-service tools, products and services offered by Blackhawk Community Credit Union.
  • Must possess basic mathematical skills required, along with basic computer skills in JHA products.
  • Ability to organize and prioritize work and maintain accurate records.
  • Projects a professional attitude through voice projection, appearance, member service skills. Possess research, analytical, and problem-solving skills.

Other (Physical, Mental, and Visual Skills):

Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

  • Ability to sit and/or stand for extended periods of time. Intermittent physical activity including bending, reaching and prolonged periods of sitting.
  • Ability to lift light objects, usually no more than 8 lbs. in weight.
  • Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
  • Ability to move about and communicate effectively with a diverse membership and employee group.
  • Ability to accomplish the described responsibilities using computers and technology.
  • Ability to work in a changing, challenging, and fast paced environment with varying stress levels.
  • Ability to provide own transportation and travel to other locations as needed.

Blackhawk Community Credit Union is an Equal Employment Opportunity (EEO) employer. It is the policy of BHCCU to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.




Monday through Friday 8:45-5:30
Every other Saturday 8:25-12:10

  • Member Advisor

    4 weeks ago

    Janesville, United States Blackhawk Community Credit Union Full time

    **Member Advisor** **Job Classification**:Full Time **FLSA Status**:Non-Exempt **Department**:Retail **Reports To**:Branch Manager **Senior Leader**:Chief Operating Officer **Job Overview** **Major Tasks, Responsibilities and Key Accountabilities** - Provides friendly, helpful service that promotes financial discipline through: - Preparing for daily...

  • Truck Service Advisor

    1 month ago

    Janesville, United States TA of America Full time

    Job DescriptionJob DescriptionJANESVILLE TRAVEL CENTER (TA) IS CURRENTLY SEEKING A TRUCK SERVICE ADVISOR. THIS POSITION GREETS THE CUSTOMER, CREATES A WORK ORDER, FINDS AND PULLS PARTS FOR TECHNICIAN, ITEMIZES PARTS ON WORK ORDER AND PAYS OUT FINAL BILL. APPLY AT OUR SHOP AT 3222 HWY 14 EAST. WE ARE LOCATED BEHIND THE TRAVEL CENTER.$15/Hour to start, Full...

  • Activity Center Team Member

    5 days ago

    Janesville, United States Nature's Touch Inc. Full time

    Job Posting: Activity Center Employee Are you passionate about working with kids and enjoy a dynamic, fun environment? Our activity center is seeking enthusiastic individuals to join our team on nights and weekends! Position: Activity Center Employee Hours: Nights and weekends **Salary**: $10-15 per hour (based on experience) Employment Type:...

  • Activity Center Team Member

    5 days ago

    Janesville, United States Natures Touch Inc Full time

    Job DescriptionJob DescriptionJob Posting: Activity Center EmployeeAre you passionate about working with kids and enjoy a dynamic, fun environment? Our activity center seeks enthusiastic individuals to join our team on nights and weekends!Position: Activity Center EmployeeHours: Nights and weekendsSalary: $10-12 per hourEmployment Type: Entry-level,...

  • Activity Center Team Member

    1 month ago

    Janesville, United States Natures Touch Inc Full time

    Job DescriptionJob DescriptionJob Posting: Activity Center EmployeeAre you passionate about working with kids and enjoy a dynamic, fun environment? Our activity center seeks enthusiastic individuals to join our team on nights and weekends!Position: Activity Center EmployeeHours: Nights and weekendsSalary: $10-12 per hourEmployment Type: Entry-level,...

  • Activity Center Team Member

    4 weeks ago

    Janesville, United States Natures Touch Inc Full time

    Job DescriptionJob DescriptionJob Posting: Activity Center EmployeeAre you passionate about working with kids and enjoy a dynamic, fun environment? Our activity center seeks enthusiastic individuals to join our team on nights and weekends!Position: Activity Center EmployeeHours: Nights and weekendsSalary: $10-12 per hourEmployment Type: Entry-level,...

  • Crew Member

    2 weeks ago

    Janesville, United States TA of America Full time

    Job DescriptionJob DescriptionCinnabon at the Janesville Travel Center is now hiring for Crew Members. (Part Time-Full Time) We are looking for a friendly and reliable individual with exceptional customer service. Duties include preparing/cooking food, keeping a clean kitchen, keeping hot display full, running register (keeping balanced cash drawer), and...

  • Crew Member

    1 month ago

    Janesville, United States TA of America Full time

    Job DescriptionJob DescriptionCinnabon at the Janesville Travel Center is now hiring for Crew Members. (Part Time-Full Time) We are looking for a friendly and reliable individual with exceptional customer service. Duties include preparing/cooking food, keeping a clean kitchen, keeping hot display full, running register (keeping balanced cash drawer), and...

  • Crew Member

    5 days ago

    Janesville, United States Chipotle Full time

    Crew Member (24018674)DescriptionTHE OPPORTUNITYAt Chipotle, we've created a better place to eat and work. Many employees start just expecting a paycheck but end up with a rewarding career. We provide exceptional training and a clear career path - over 80% of our managers were promoted from Crew.  We prepare real food by hand every day in our...

  • Crew Member

    5 hours ago

    Janesville, United States Chipotle Full time

    Crew Member (24022139)DescriptionTHE OPPORTUNITYAt Chipotle, we've created a better place to eat and work. Many employees start just expecting a paycheck but end up with a rewarding career. We provide exceptional training and a clear career path - over 80% of our managers were promoted from Crew. We prepare real food by hand every day in our restaurants....

  • Inside Sales

    1 week ago

    Janesville, Wisconsin, United States Grainger Businesses Full time

    Work Location Type: Janesville, WI Hybrid Imperial Supplies, a Grainger Company, is a national distributor of quality maintenance products. Serving the fleet maintenance industry since 1958, Imperial has formed lasting relationships with customers by tailoring our services to meet their changing needs. Our welcoming workplace enables you to learn, grow and...

  • General Dentist

    5 days ago

    Janesville, United States Hygienetown Full time

    General Dentist - Rock County WI - WI073 If you’re looking for an opportunity to work alongside colleagues who encourage you to be a well-rounded dentist, reach out to Edge today to discuss this opening! With all of the latest tech (including CBCT) and colleagues doing advanced procedures, this is a unique opportunity to be mentored in procedures such as...

  • Front of House Team Member

    3 weeks ago

    Janesville, United States Chick-fil-A | Janesville Full time

    At Chick-fil-A Janesville, the Team Member role is more than just a job, it's an opportunity. In addition to working directly for an independent Operator, team members gain life experience that goes far beyond just serving a great product in a friendly environment. Chick-fil-A is a great opportunity for people of all ages and backgrounds, and no experience...

  • Front of House Team Member

    3 weeks ago

    Janesville, United States Chick-fil-A | Janesville Full time

    At Chick-fil-A Janesville, the Team Member role is more than just a job, it's an opportunity. In addition to working directly for an independent Operator, team members gain life experience that goes far beyond just serving a great product in a friendly environment. Chick-fil-A is a great opportunity for people of all ages and backgrounds, and no experience...

  • Replenishment Team Member-3

    1 month ago

    Janesville, United States Michaels Stores Full time

    Replenishment Team Member-3 page is loaded **Replenishment Team Member-3** **Replenishment Team Member-3** locationsJanesville-2900 Deerfield Dr Ste 4 time typePart time posted onPosted Today job requisition idR00129276 Store - JANESVILLE, WI**We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the...

  • Front of House Team Member Closer

    6 days ago

    Janesville, United States Culver's Full time

    **Front Of House Team Member Part Time - Culver's** Are you a highly skilled and motivated individual looking for a fun and delicious job opportunity? Do you enjoy providing excellent customer service and being part of a dynamic team? If so, we have an immediate opening for a Front Of House Team Member at Culver's! Culver's, a renowned food and beverage...

  • Lte Transfer Coordinator

    2 weeks ago

    Janesville, United States Blackhawk Technical College Full time

    Overview: The Transfer Coordinator develops and maintains articulation and transfer credit agreements with college and university partners and oversees the University Center. The Transfer Coordinator guides BTC students through their academic journey from enrollment to transfer by providing comprehensive academic advising, career exploration and transfer...

  • Crew Member/Cook

    1 month ago

    Janesville, United States TA of America Full time

    Job DescriptionJob DescriptionChester's Chicken at the Janesville Travel Center is now hiring for Kitchen personnel (cook/customer service) both part time and full-time positions are available. We are looking for friendly and reliable individuals with exceptional customer service. Some duties include preparing/cooking food, keeping a clean kitchen,...

  • Crew Member/Cook

    2 weeks ago

    Janesville, United States TA of America Full time

    Job DescriptionJob DescriptionChester's Chicken at the Janesville Travel Center is now hiring for Kitchen personnel (cook/customer service) both part time and full-time positions are available. We are looking for friendly and reliable individuals with exceptional customer service. Some duties include preparing/cooking food, keeping a clean kitchen,...

  • Early Childhood

    2 weeks ago

    Janesville, United States Little Lions Learning Center, LLC Full time

    **Summary** Pay rates for all positions depend on experience and qualifications and will be discussed at the interview stage. WHAT WE CAN OFFER: **Holidays**: Little Lions Learning Center closes for all major holidays, and all staff are guaranteed off. **Wellbeing**: A caring and supportive work environment where you are valued for your amazing work. Our...