Contact Center Advisor

Purpose

The primary purpose of this position is to assist Community Choice Credit Union to live out our purpose, "We believe in helping our neighbors achieve the life they desire".

A key component of this mission is to provide five-star service to our members and team members.

Position Summary

This role's main responsibility is to ensure member satisfaction and resolution of member needs through virtual e-channel delivery of communication.

Excellent communication including clear ability to communicate without the ability of physically being face to face to intently listen for member needs, educate members to their benefit, and remain compliant with policies, rules and credit union regulations.

This role is an individual contributor within the Credit Union.

Core Competencies - Title and Definition

Core Values

o Committed : We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.

o Charitable : We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.

o Credible : We are our Members' trusted financial advisors; each Team Member plays an integral role in the well-being of our Members' financial lives and the success of Community Choice Credit Union.

o United : We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

Adaptability / Initiative

Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Position Competencies

Accountability

Establishes clear expectations for self and others (if applicable) to achieve goals and objectives, establishes clear roles and responsibilities, gives regular feedback, and clearly communicates deadlines and desired results.

In addition, holds self-accountable for actions and continuously gains feedback for self-improvement.

Member Service Skills

Manages member accounts in a manner that ensures that the member needs are understood and met. Provides timely and professional service to both internal and external members;

is responsible and impactful to member needs and requests; is always courteous / inviting to the member and considers the needs of the member when making decisions.

Applies a 'member-centric' approach by using the Member Action Plan in order to uncover opportunities to improve our members' financial lives by saving them money, making them money, or making their banking easier and more convenient.

Utilizes and recommends available resource departments to members that best fit their needs, such as Business, Investment, or Mortgage Services.

Effectively assists members and staff in solving accounts related issues by listening, collecting data, securing answers, and reporting results.

Retains and grows member relationships by fulfilling their commitments and earning the member's trust.

Role Mastery of Essential Duties

Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

• Actively answer and process all telephone, e-channel, and chat inquiries by listening, collecting data, securing answers and reporting results to aid members and staff in solving account problems and requests while maintaining expected call ratios.
• Utilizing a 'member-centric' approach, determine individual members' financial needs and recommend the appropriate products and services in order to improve member's financial lives.
• Actively cross sell Credit Union products and services to assist members in determining their financial needs and to ensure individual goals are consistently met.
• Respond to member inquiries regarding the operation of account access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies and assisting members to make the most effective use of services offered by the Credit Union.
• Make outbound calls for various cross sell opportunities to inform and educate members on the benefits and features of new as well as existing products and services.
• Perform control item procedures when processing member transactions and account file maintenance changes to ensure the safety and privacy of member information.
• Assist in the opening of Credit Union accounts and services to ensure member requests are completed accurately and in compliance.
• Provide assistance with fraud related issues, serving as a liaison between the member and the Risk Management Department to maintain the safety and security of member account information.
• Respond to any and all threats using robbery and security procedures to maintain the security and safety of staff and our membership.
• Input loan applications accurately and efficiently to ensure fair and timely lending decisions are made.
• Process and disburse member cash, check and loan transactions to ensure accurate handling within all rules and regulations.
• Monitor and deposit amounts and negotiable instruments for proper endorsement in order to verify the instrument, and act promptly to resolve any discrepancies.
• Balance daily transactions of Visa payments and advances, money order, and cash totals to ensure accurate postings within credit union's compliance policies.

Position Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential.

Education

Education Program of Study / Concentration Required / Preferred

High School Diploma General Studies Required

Experience Requirements

Years of Experience Type of Experience

1-2 Years Similar or related experience

Skills & Abilities

Strong customer service skills.

Excellent communication skills.

Ability to work well under pressure.

Computer skills.

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and / or follow complex written and oral instructions, make decision and to resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and / or concisely, perform mathematical functions, and handle multiple, concurrent tasks.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel.

The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and / or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.