Contact Center Consultant - Broomfield, CO (Bilingual Spanish Preferred)

Contact Center Consultant - Broomfield, CO (Bilingual Spanish Preferred)

BROOMFIELD, CO 80021

Contact Center Consultant

As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. In the Contact Center, this is achieved by consistently committing to the Meritrust Core Values and delivering excellent member experiences through every interaction.

Location: In-person (360 Interlocken Blvd., CO) is an essential expectation for this role to maintain member information security, create better member experience by ensuring employees receive immediate feedback on calls and to enable IT to limit interruptions to service with phone connectivity and internet coverage.

Work Hours: 9:00 AM 5:35 PM MF, plus rotating Saturdays 9:00 AM - 12:00 PM; hours may change according to the organization or department business need.

Essential Functions

• Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences.
• Maintain confidentiality in all Credit Union and member matters.
• Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
• Follow safety and security policies and regulations.
• Thoroughly research member relationships to evaluate how Meritrust can better serve them.
• Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program.
• Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes.
• Receive and respond to member complaints, ensuring timely resolution.
• Handle high-priority requests, wire transactions, and loan payments.
• Collaborate with other departments to resolve complex issues.
• Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals.
• Update member information to ensure accuracy. Create a climate where callers feel valued and respected.
• Use time effectively is creative and adept at utilizing small blocks of off-phone time within established guidelines.
• Perform account maintenance.
• Perform research and make corrections and/or refunds on accounts when necessary.
• Understand, educate and assist members with Meritrust online and remote services.
• Complete annual Meritrust education program and maintain compliance with Bank Secrecy Act (BSA) and other regulatory requirements.
• Demonstrate self-sufficiency using resources to find solutions.
• Prevent escalations and increase first call resolution through educating callers.
• Display an interest in investing in the growth and development of others.
• Display a willingness to mentor teammates and is able to adhere to mentor guidelines/expectations.
• Support chat interactions within established guidelines.
• Assist with the completion of service requests within established guidelines.
• Ability to work independently and meet performance metrics.
• Other duties as assigned.

Qualifications

Education/Certification

• High School diploma or equivalent

Required Knowledge

• Working knowledge of principles and practices of a financial institution.
• Familiarity with online and remote banking services.

Experience Required

• Previous experience in a contact/call center required.
• Prior customer service experience required.
• Previous experience in a financial institution preferred.

Hard/Technical Skills/Abilities

• Excellent oral and written communication skills.
• Ability to operate necessary PC programs and systems used in contact center operations.
• Problem-solving and critical thinking skills.
• Proficiency in researching, performing account maintenance, and completing service tasks.
• Capability to support chat-based communication systems.

Working Conditions

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.