Hybrid Contact Center Experience Associate bei IDB Global Federal Credit Union
IDB Global Federal Credit Union · Washington, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in Washington
Description
Objective
The Member Contact Associate is responsible for answering calls, conducting web engagements, and conducting outgoing calls regarding member accounts, transactions, and automated services. Using a consultative approach, the associate assists members and uncovers needs that lead to the cross-selling of IDB Global FCU services.
Provides assistance with online requests and answers members' questions via email.
Key responsibilities include, but are not limited to:
- Handles all incoming calls and web engagement in a timely manner.
- Responds to member inquiries professionally by providing thorough and accurate information.
- Process member requests and resolve their issues utilizing the applications you are given access to.
- Research is needed to fully understand the cause of members’ issues and provide a solution.
- Identifies cross-selling opportunities and provides the necessary information so members can apply for CU products and services.
- Connects members with the appropriate credit union representative when necessary.
- Conducts outgoing and follow-up calls to address missed incoming calls.
- Keeps up with IDB Global FCU’s product offerings, campaigns, events, procedures, and policies.
- Educates members on the benefits and features of IDB Global FCU products and services and communicates current marketing promotions and events.
- Reaches and maintains target goals for individual and group performance and customer service satisfaction set by management.
- Handles external call center’s tickets and knowledge base.
- Assists Manager with projects as assigned.
- Serves as backup for other roles when needed.
Lending Products Support and Cross-Selling
- Identifies opportunities to cross-sell lending products and services to members during interactions and provides relevant information to meet their financial needs.
- Collaborates with the marketing team to effectively promote lending products and campaigns, ensuring alignment with the member's objectives.
- Assist members with credit card inquiries and provide support for loan applications.
Requirements
Requirements:
- Spanish and English fluency is required
- High school diploma or General Education Degree (GED) required; college education preferred
- Excellent communication and writing skills in Spanish and English
- Proficient in using a PC and Microsoft Suite and the ability to navigate multiple computer systems and programs
- Previous credit union or banking experience is preferred
- Previous telemarketing experience a plus
- Strong organizational, communicative, and problem-solving skills as well as attention to detail
- Ability to multitask and thrive in a high-paced, high-pressure environment
- Proactive and team-oriented
IDB Global Federal Credit Union provides a fully comprehensive benefits package that includes health, dental, and vision plans, life insurance, short—and long-term disability plans, educational assistance, PTO, and a 401(k) retirement savings plan. This position pays between $20.42 and $25.52, depending on the candidate's qualifications and experience, and is also eligible for an annual incentive.
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