Telecommute Client Care Associate

2 weeks ago


Decorah, Iowa, United States Marine Credit Union Full time


***This is a remote/work from home position.***

Are you looking for a fulfilling career with opportunities for growth? Do you thrive in a target-driven environment, enjoy challenging yourself, and engage with customers on a daily basis? If this resonates with you, we encourage you to consider joining Marine Credit Union as a Contact Center Specialist. We seek individuals who demonstrate a high level of professionalism and possess extensive experience in customer service and call center communication.

Key Responsibilities:
  • Deliver exceptional service to credit union members by providing information and assistance in a courteous, professional, and efficient manner through phone and other communication channels.
  • Accurately authenticate members and play a crucial role in fraud prevention efforts.
  • Investigate and resolve member inquiries, issues, and complaints regarding credit union memberships with a focus on one-call resolution.
  • Serve as a bridge between members and internal departments, fostering a member-first approach.
  • Support members with complex inquiries to ensure resolution and follow-up appropriately.
  • Conduct routine account maintenance and execute transactions as requested by members.
  • Provide technical assistance to members regarding digital banking and online account setup.
  • Educate members on the most effective ways to utilize credit union services.
  • Enhance member experiences through active listening and offering tailored solutions using credit union products and services.
  • Maintain confidentiality for all member and employee-related information.
Expectations:
  • Deliver outstanding customer service to both members and internal staff.
  • Advocate for members by actively listening and applying appropriate solutions.
  • Keep abreast of knowledge in areas such as loan servicing, account management, wire transfers, debit card operations, digital banking, fraud prevention, and transactions.
  • Comply with all relevant regulations, policies, and procedures established by Marine Credit Union.
  • Provide timely, accurate, and complete information to members.
  • Meet daily performance metrics related to member assistance through effective time management.
  • Resolve member issues and complaints efficiently with a focus on one-call resolution.
  • Demonstrate the ability to multi-task while utilizing various computer applications.
  • Availability is required from 8 AM - 5 PM Monday - Friday and one Saturday per month from 8 AM - 1 PM.
Knowledge, Skills, and Abilities:
  • Excellent written, verbal, and interpersonal communication skills.
  • Ability to work independently as well as collaboratively within a team.
  • Detail-oriented with strong computer proficiency.
  • Strong analytical and problem-solving capabilities.
  • Ability to cultivate influential relationships with both internal and external members.
  • Effective conflict resolution skills.
  • Capacity to exercise judgment and work autonomously to address daily challenges within established guidelines.
  • Proven sales skills to identify member needs and propose suitable products or services.
Experience:
  • At least 2 years of prior customer service experience.
  • Previous experience in phone-based roles is highly desirable.
  • Experience in a financial services or sales environment is advantageous.
  • Prior experience in a remote work setting is preferred.
Education:
  • High School Diploma or equivalent is required.
  • Post-secondary education is preferred.
Physical Requirements (with or without accommodations):
  • Regularly required to sit for extended periods.
  • Occasional lifting and/or moving of items weighing 15 lbs or less.
This job description is not an exhaustive list of all duties and responsibilities associated with this position.

WHY JOIN MARINE CREDIT UNION:

Marine Credit Union offers competitive compensation along with a comprehensive benefits package for full-time employees. We prioritize work-life balance by providing a PTO and paid holiday program, as well as additional PTO for employee volunteerism. Marine Credit Union is committed to excellent paid training, ongoing professional development opportunities, and values internal mobility. We have the resources to elevate your career to new heights.

Marine Credit Union is an Equal Opportunity Employer.

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