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Member Contact Center Representative

3 months ago

Manchester, United States St. Mary's Bank Full time

WHAT'S NOT TO LOVE ABOUT WORKING AT ST. MARY'S BANK?

At St. Mary's Bank, we take pride in our heritage as New Hampshire's- and the Nation's- first credit union. For over a century we've been committed to the credit union philosophy of "people helping people."

St. Mary's is a cooperative financial institution, which means that our success, depends on the success of our members. As a solid, stable financial institution with over a century of success, we have created a work environment that rewards dedicated employees with benefits to help them achieve their personal and professional best.

THE BEST JOBS ENRICH YOUR LIFE WITH MUCH MORE THAN JUST MONEY

St. Mary's Bank offers its employees highly competitive compensation packages. But that's just the beginning of what makes working on our team so rewarding. At St. Mary's:

  • You have the opportunity to do what you do best everyday
  • Your opinions count
  • Your fellow employees are committed to quality
  • Your job is important
  • You are directly connected to the company's mission
  • You will have opportunities to learn and grow
  • You have an opportunity- and a duty- to serve your community through volunteerism

St. Mary's Bank is looking to fill a full time Member Contact Center Representative.

While demonstrating Organizational Excellence standards, the Universal Member Contact Center Representative provides Stellar Service to SMB members while conducting transactions and achieving service goals. Establishes and maintains loan and deposit account relationships, increases services per household and retains members by effectively utilizing and offering alternative delivery services and financial solutions to assist the Credit Union in meeting the annual business plan.

  • Servicing members by meeting and exceeding expectations to ensure quality assurance in member interactions as measured by observation, member feedback, secret shops, telephone and member satisfaction surveys. Provides backup member support through the use of ITMs/eCare as needed.
  • Completing work effectively and accurately within established department criteria as measured by events reporting.
  • Achieve stated service level as measured by adherence to schedule.
  • Effectively provide guidance and support to SMB membership regarding alternative delivery channels (i.e. Online Banking, Bill Pay, Telephone Banking, Remote Deposit Capture, Online Business Services, Mobile Banking, eStatements, etc.) as measured by observation, member feedback, mystery shops and call monitors.

Requirements:

  • Minimum of Associates Degree or equivalent is required, with one-year experience as a customer service representative with a financial institution.
  • Proven track record in consumer loan origination, sales and member service.
  • Must be able to recognize problem solving opportunities and recommend appropriate financial products/services (deposit, loan, insurance, investment, Internet, etc.)
  • Must be able to multi-task and balance time-sensitive workload in a fast-paced, high activity environment.
  • Must be able to effectively communicate via telephone, with the ability to speak professionally at all times when dealing with members or potential members, possessing strong written skills as well.
  • Computer proficiency in MS word, Windows Operating Systems, MS Access, Excel, email, and the internet required. Computer proficiency to include alternative delivery bank systems (i.e online banking, bill pay, etc.) word processing, spreadsheets and database software. Microsoft Office Suite preferred.

St. Mary's Bank is an Equal Opportunity Employer