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Hybrid Contact Center Experience Associate bei IDB Global Federal Credit Union

IDB Global Federal Credit Union · Washington, Vereinigte Staaten Von Amerika · Hybrid

$42,473.00  -  $53,081.00

Jetzt bewerben

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. 

Jetzt bewerben

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