Call Center Representative

3 weeks ago

Madison WI USA, United States UW Credit Union Full time
About the Role

We are seeking a highly skilled and bilingual Member Solutions Center Specialist to join our dynamic team. As a key member of our Call Center, you will be responsible for providing exceptional service to our rapidly growing community of members.

Responsibilities
  • Provide solutions to member inquiries and troubleshoot issues in a timely and efficient manner.
  • Analyze member needs and make personalized recommendations of products and services.
  • Handle member interactions via phone, ensuring excellent member experiences and a high level of baseline credit union knowledge and expertise.
  • Efficiently and accurately resolve member inquiries and troubleshoot issues through proficient use of tools, resources, and support departments.
  • Demonstrate sound judgment in handling member requests and exceptions, offering solutions that resolve member concerns and needs whenever possible.
  • Compose accurate and informative Interaction History notes and documentation to concisely convey the member experience.
  • Communicate complicated information simply and without the use of jargon, ensuring that the solution is easy to understand.
  • Demonstrate positive problem-solving skills to effectively resolve member concerns and issues.
  • Maintain awareness of team performance and take initiative or action when needed.
  • Demonstrate strong working relationships with fellow MSC staff, and other groups within the organization, to ensure efficient and effective problem solving and issue resolution.
Qualifications
  • Ability to work on-site with the possibility of hybrid during the duration of employment.
  • 8 months to 1 year of experience in a financial institution, contact center environment, or customer service environment required.
  • Associate's degree in Business, Technology, or related field required or equivalent work experience.
  • Proficiency with Microsoft Office products.
  • Familiarity with major web browsers and operating systems.
  • Ability to adapt to and discuss complex digital tools and technologies.
What We Offer
  • $1.25 per hour Spanish Bilingual Premium.
  • 21.5+ days annual paid time off.
  • 2 weeks paid caregiver leave.
  • 2.5 weeks paid new child parental leave.
  • 2 days paid volunteer time.
  • 11 paid holidays (includes your birthday).
  • 401k company match of up to 5%, plus approximately 4% discretionary match.
  • Variable bonus reward.
  • Competitive Medical, Dental, and Vision plans, including domestic partner eligibility.
  • Discounted Bublr membership.
  • Free bus pass.
  • Employee Assistance Program.
  • And more.
About UW Credit Union

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in, and a commitment to cultural competence.

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