Member Experience Specialist I (Call Center)

U.S. Eagle Federal Credit Union is a local not-for-profit, very for-people place. We are a place that quietly does the right thing in a world that can't stop talking about doing just that. At U.S. Eagle, you can make a big impact and help us create a world where people matter more than profit. The Member Experience Specialist I assists members and potential members with their telephone and online requests in a busy call center environment; explains services, offers and recommends CU products and services; responds to problems, and directs phone calls to the appropriate area. Offer exceptional service to members by meeting or exceeding our service guidelines.

We are hiring multiple full-time positions and are looking for candidates that can work a flexible/variable schedule Monday through Saturday.

• Starting at $20.66/ hour. Previous financial institution call center experience can earn a higher starting wage.
  
• Opportunities to grow within the call center and Credit Union.
  

We value our employees and offer generous benefits as a way of thanking our staff for their hard work and dedication to our members and our community.

• Medical, dental and vision insurance is available the first of the month following date of hire.
  
• Company paid basic life, short-term disability and long-term disability insurance.
  
• 401(k) retirement benefit that includes a company contribution and match.
  
• Pet Insurance, HUB TeleHealth and Legal/ID Shield.
  
• PTO Accrual (15 days off in the first year of employment).
  
• Paid federal holidays and paid birthday day off.
  

These are just a few of the great benefits our employees enjoy!

Essential Functions & Responsibilities:

• Assists members and potential members with their telephone and online requests; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
  
• Performs member requested transactions such as: account to account transfers, loan payoff, Skip-A-Pay for loans, stop payments, account maintenance, address changes, closing accounts, process Share Certificates renewals, loan and credit card payments.
  
• Open new subaccounts and Share Certificates over the phone.
  
• Continuous learning of CU products and services.
  
• Partner with our members to identify cross-sell opportunities by actively listening to the member's needs. Once the need is identified, educate the member on the features and benefits of the service/product and ask for the business.
  
• Provide online, bill pay and mobile access assistance to include troubleshooting and walking the member through enrollment.
  
• Demonstrate urgency by completing member and potential member requests in a timely and accurate manner.
  
• Handle escalated calls objectively with a high degree of problem solving and member retention skills.
  
• Provide exceptional service while managing multiple communication channels.
  
• Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.
  

Experience:

• A minimum of two years of contact center experience required.
  
• Prior financial institution contact center experience preferred.
  

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills:

• Exceptional written and verbal communication skills.
  
• Excellent phone etiquette.
  
• Demonstrated critical thinking skills and cross-functional communication skills.
  
• Ability to learn and effectively work across multiple software applications and credit union core system.
  
• Working knowledge of MS Office Suite.
  
• Possesses the ability to adapt to change and work efficiently in high pressure situations.
  
• Comfortable working independently and as part of a team.