Credit Union:

iQ Credit Union

Region:

Vancouver, WA

Closing:

7/30/2022

Job Description:

The Member Contact Center Representative provides exceptional service by responding to inquiries, solving basic problems and providing solutions in a contact center environment. The MCCR I also acts as a resource to members, educating them on products and services which will improve their financial well-being.

Essential Duties:

  • Maintain an excellent knowledge of the features and benefits of Credit Union services and of selling skills. Employ both to successfully cross-sell Credit Union services when assisting members in any capacity.
  • Participate in Member Contact Center meetings and activities to achieve specific detailed and measurable goals. Consistently achieve goals; share best practices with team members.
  • Promote an environment of respect and cohesive teamwork to ensure member loyalty and employee engagement.
  • Actively participate in monthly coaching and development planners to leverage talents and development opportunities. Commit to and successfully execute on agreed upon action plans with your manager.
  • Actively support the Member Contact Center Service Level Agreement to build sound relationships with members.
  • Provide information about all facets of the Credit Union including: eligibility for membership, types of accounts available (savings and lending), online services, current rates, calculation of dividends and interest, insurance coverage available, payroll deduction and other deposit and payment plans.
  • Assist members with any questions or problems with their account including any research and, if necessary, correction of any errors. Ask questions and seek understanding to ensure the best solution is consistently provided to each member.
  • Respond to Live Chat, Information Desk, Online Banking and voice mail inquiries timely.
  • Promptly and efficiently handle inquiries and requests from members over the phone and through various written channels.
  • File correspondence and documentation as needed.
  • Demonstrate strong regulatory knowledge applicable to this position and understand and comply with government regulations with particular emphasis on the Bank Secrecy Act (BSA), US Patriot Act and related regulations.
  • Actively participate and fulfill expectations in the Credit Union Email Security Awareness Program as outlined in the Information Security Program Acknowledgement document.

Requirements:

  • One month to twelve months of similar experience in a customer service or contact center environment is required
  • High school education or GED
  • Demonstrated proficiency in written and verbal communication and proven ability to prioritize and respond to requests timely
  • Technical aptitude, ability to work within a wide variety of systems

Remote work:
We take an employee-first approach to remote work. We offer work from home opportunity after trial service period. The selected individual must live in Washington or Oregon and be able to commute into the workplace to perform certain job functions.

Language Pay Program: iQ offers an additional $1.00 per hour to employees in this position who have demonstrated fluency in Spanish or Russian.

iQ Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.