Senior Member Care Agent

Senior Member Care Agent

Create your success story at Delta Community Credit Union where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That's why we're one of Atlanta's Best Places to Work! Whether you're starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Member Care Senior Agent is responsible for coaching, mentoring, and providing support to the Member Care Center. This position supports leadership and staff in order to ensure operational excellence and superior member service is achieved. The qualified candidate must be able to solve escalated member service issues, be competent in overcoming obstacles, able to find creative options and render a sound solution. In addition, they must be able to effectively communicate with team members, others in the company and Delta Community Credit Union members. The Member Care Senior Agent will aid the Assistant Manager(s) in completing regularly recurring or special projects as needed. This position will also provide support to all member contact channels. The Senior Agent may spend an average of 50% of their day handling Member Care calls. Senior Agents must be proficient in all Member Care skills. The successful candidate must be willing to work a full-time schedule with shifts that run from 7 am to 8 pm and may include the potential of evenings, Saturdays, and some holidays.

Practices safety conscious behaviors in all operational processes and procedures.

Essential Functions:

• Ability to spend an average of 50% of the workday handling Member Care calls.
• Identify complex member needs, research issues and provide solutions and/or alternatives.
• Respond to inquiries on member accounts which may include balance inquiries, transfers, payment processing, open additional accounts for existing memberships, referrals and cross sell products, etc.
• Supervise the timely response to secured messages and monitoring call queues.
• Assist with generating operational reports.
• Maintain strong communication between Management, the contact center and other business partners.
• Respond to and resolve escalated member complaints and inquiries.
• Strong commitment to teamwork, creative energy and a high degree of reliability.
• Provide a consistent, courteous and positive internal and external member service experience.
• Lead the team by acting as a role model in performance, conduct and being a subject matter expert.
• Flexible with scheduling around the needs of the Contact Center.
• Able to follow through with long- and short-term goals.
• Assist with the management of daily operational activities, coaching and monitoring day-to-day work of team members.
• Aid the Assistant Manager(s) in completing regular recurring or special projects as needed.
• Production and quality expectations to include average talk time, hold time, after call work, quality assurance and schedule adherence.
• Maintain proficiency in all Member Care skills.

Other

• This description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
• This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications:

• High School diploma or equivalent.
• 1+ years' of customer service and/or sales experience.
• Member Care Agent experience.
• Strong problem-solving skills and data analysis abilities.
• Strong knowledge and proficiency of MCC processes and systems; Symitar, MSP, CATS, Candescent, Meridian Link, Partner Care, POP.
• Strong interpersonal and communication skills.
• Ability to multi-task in fast paced and diverse environment.
• Excellent organizational and time management skills.
• Detail oriented and work with minimum supervision.
• Promote a collaborative, cooperative, and productive working environment.
• Perform essential job functions, including the ability to sit approximately 8 hours a day.
• Demonstrate knowledge of credit union products, services, systems, policies, and procedures.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act.

Preferred Qualifications:

• Bachelor's Degree in Business or related field.
• 2+ years' of customer service and/or sales experience.
• 1+ years' contact center operational experience.
• 1+ years' leadership experience.
• 1+ years' call center software experience (workforce management, call recording, Avaya).
• Advance knowledge of Excel.

Employee benefits include:

• Medical, Dental and Vision Coverage
• Basic Life and Accidental Death & Dismemberment Insurance, Long Term Disability, Employee Assistance Program and MyAdvocate
• Supplemental Insurance or Voluntary Insurance
• 401(k) Plan with Company Match
• Vacation, Holidays and Personal Time Off
• Paid Maternity and Paternity Leave
• Pre-tax Health and Dependent Care Spending Accounts
• Benefit Choice Program
• Health Reward Dollars
• Discount on Gym Reimbursement and Identity Theft Programs
• Legal Services