Member Experience Specialist I (Call Center Rep)

Member Experience Specialist

The Member Experience Specialist will be responsible for handling first contact incoming calls to the credit union by authenticating the member, identifying the purpose of the call, and determining the most appropriate solution to handle the call. In addition, effective communication with prospective and current members is required to represent Nutmeg State FCU in a positive and professional manner.

Essential Functions:

• Answers incoming member and/or non-member calls in a professional, courteous, and efficient manner, providing excellent member service to current and potential members.
• Supports and assists in completing daily contact center departmental tasks to ensure operational efficiency.
• Responsible for responding to simple member inquiries and accurately routing calls to proper call skill queues via a "warm transfer" to improve the member experience and call efficiency.
• Must authenticate member's identity on all incoming calls thoroughly as identified by authentication procedures.
• Must be able to meet or exceed Nutmegs quality assurance requirements, including phone etiquette standards and "wow" dialogue.
• Performs all basic transactions promptly which includes; deposits, loan payments, account transfers, check withdrawals, transaction and balance inquiries.
• Performs file maintenance and account changes as necessary.
• Assists members calling with requests for general information on credit union programs, products, services, rates.
• Regularly meets or exceeds established individual contact center LEVEL 1 productivity goals, such as abandoned call rate percentage, number of calls answered, average talk time, etc.
• Regularly meets or exceeds established administrative productivity goals such as service metrics, task time, accuracy, etc.
• Consistently offers member surveys and seeks to attain individual results of 4.50 or greater. Contributes to the overall Contact Center goal of 4.50 or better.
• Provides support to branch teams in person, by telephone or by e-mail as needed.
• Complies with all Bank Secrecy Act (BSA) regulations and standards, and attends training as required.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience & Education:

• Associates Degree preferred or equivalent work experience.
• A minimum of 1 year of experience in a sales/customer service environment.
• Previous experience in a heavy retail/sales/customer service environment.
• Prior experience in a financial/banking institution preferred.

Knowledge, Skills & Abilities:

• Must have a high degree of technical aptitude and must be able to communicate technical information to non-technical users.
• Ability to work well independently, as well as in a team-oriented environment
• Ability to toggle between applications and tasks swiftly in a fast paced contact center environment.
• Strong organizational skills, attention to detail and effective communication required.
• Working knowledge of Nutmeg's products and services line.
• Must value a high degree of accuracy. Ability to use manual and automated office equipment with business efficiency.
• Ability to effectively communicate (written and oral) with other employees and outside entities.
• Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.

• Ability to multitask
• Listening skills
• Effective prioritization

Competencies:

• Member service orientation
• Adaptability
• Stress tolerance

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.
• Travel required between various CT branch locations up to 120 days or less per year as needed.