Contact Center Specialist

CU Answers • Grand Rapids, MI • 1d ago

DescriptionPOSITION SUMMARY

The LenderVP Conversion Call Center provides phone support to credit union members during their core conversion. As part of the call center, the Contact Center Specialist will receive inbound calls from members to assist with basic needs such as balance inquiries, online banking login assistance, etc. They will work with management to assist members in resolving inquiries beyond their outlined guidelines. On occasion, the Contact Center Specialist may also be tasked to provide support for the LenderVP Collections Services department. This entails making outbound calls to delinquent borrowers to determine the cause of their delinquency and work with members to create a plan to bring them current with the goal to keep them current. This Lender*VP Conversion Call Center also does call campaigns to inform our credit union clients about different products and services we offer, and upcoming events they can join.

ESSENTIAL JOB FUNCTIONS

Exemplary customer service and phone support.

Assist newly converting members with conversion support needs including but not limited to: balance inquires and online banking support.

Initiate outbound calls to inform the credit union client of different products and services we offer based on the assigned campaign.

Assist the Collections team as needed.

Work with the management team for continual improvement of workflow.

Perform additional duties as assigned to support organizational goals and evolving business needs.

JOB QUALIFICATIONS

High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus in administration or customer service. Will consider a High School who is actively pursuing their degree.

Be available to work flexible working hours.

Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).

Ability to use discretion when dealing with sensitive or confidential data.

Strong written, verbal and interpersonal communication skills.

Prior customer service experience is preferred.

Work well in a customer service-based team environment to meet department goals.

Excellent verbal and written communication skills.

Ability to deal with external clients as well as internal staff.

Excellent attention to detail and accuracy.

Ability to work effectively with other CU*Answers teams.

Ability to operate telephone, photocopier, fax machines and PC workstation.

Regular and predictable attendance.

Embrace and adhere to the company mission and the seven cooperative principles of a cooperative.

CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.

CU*Answers maintains a strong policy of equal employment opportunities for all employees and applicants for employment. We strive to be consistent in hiring, training, promoting, and compensating employees on the basis of personal competence and potential for advancement without regard for race, color, religion, sex, national origin, age, sexual orientation, transgendered status, marital status, pregnancy, disability, citizenship, genetic information, veteran or military status, height, weight,

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