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Customer Engagement Specialist

2 months ago

Juneau, Alaska, United States Credit Union 1 Full time

Position Overview:
The Customer Engagement Specialist (Call Center) provides assistance to members through various communication channels including phone, email, and the CU1 mobile app, ensuring efficient, accurate, and professional service.

Key Responsibilities:
Demonstrates exceptional service through CU1LUV in all member interactions. Collaborates with department supervisors to enhance personal skills and service delivery.
Takes full responsibility for each member interaction, whether it requires follow-up, extensive research, or collaboration with other teams.

Operates independently while employing effective problem-solving skills to address complex issues; utilizes knowledge of operating and security protocols to make informed decisions, including exceptions and adjustments.
Refers cases beyond authority levels to the relevant department.

Monitors suspicious or unusual transactions, approving those within defined authority limits. Applies security procedures alongside sound judgment to identify and prevent potential fraudulent activities.

Achieves or surpasses individual KPIs (key performance indicators) and contributes to the overall goals of the Member Service Center.

Technology Support:
Guides members through the various technologies offered by the credit union, including ATMs, DocuSign, Online Access, Mobile Deposit, Bill Pay, and Mobile Wallet.

Assists both new and existing members with the establishment, maintenance, and closure of credit union accounts, clearly explaining features and benefits while recommending suitable products and services.

Operational Efficiency:
Effectively manages multiple software applications simultaneously to fulfill requests while maintaining communication with members.

Accurately generates and collects all necessary documentation related to member accounts, certificates, IRAs, and other essential paperwork for transactions or requests.

Stays informed and educated on products, services, and marketing promotions to align member needs with the credit union's offerings.

Provides clerical support to the Member Service Center Manager and Supervisors as needed.

Additional Responsibilities:
Exhibits a positive and proactive demeanor with members and colleagues, consistent with Credit Union 1's mission and core values, to uphold a high standard of member service.

Adheres to the credit union's dress code policy and performs other assigned duties as required.

Qualifications:
High school diploma or equivalent is required, along with a minimum of six months of experience in a financial institution or call center environment.
Demonstrates excellent communication skills, capable of building relationships with members across all channels.
Ability to communicate effectively in both one-on-one and group settings.
Maintains composure when assisting challenging or upset members.
A professional appearance is essential.

Must exhibit a positive sales attitude and proactively assess and present credit union products and services that align with members' financial needs.
Strong organizational skills are necessary, with the ability to prioritize tasks in a fast-paced environment.
Typing speed of at least 35 WPM and proficiency with a 10-key calculator are required.

Responsible for adhering to and complying with policies related to the Bank Secrecy Act and anti-money laundering regulations (BSA/AML) as well as the Office of Foreign Assets Control (OFAC) laws.

Only candidates meeting the minimum qualifications will be considered for an interview.