Contact Center Quality Analyst jobs in Colorado Springs, CO

We are searching for a Contact Center Agent to work at our corporate location in Colorado Springs. At Air Academy Credit Union our Contact Center Agents are heroes who make a difference in our members’ daily lives helping their dreams become a reality by providing custom, caring solutions.

Recognized as a Gazette Best Workplace since 2017, we’re committed to improving the lives of our members and communities by doing what is right, not what is easy. We want to exceed the expectations of anyone who comes our way by providing custom, caring financial solutions. With assets over $900 million and over 48,000 members, we walk alongside our members on their financial journey. Their goals are our goals and building stronger communities is what we do. Each year, AACU gives time, money, and resources to numerous community organizations, projects, and programs.

Primary Responsibilities Include

• Responsible for delivery of all credit union products and services via the call center with the emphasis on monthly and annual sales goals.
• Responsible for handling high call volume, inquiries, and processes in the call center for the Service Queue.
• Possesses thorough knowledge of our Internet Banking Services to include basic knowledge of browsers, the ability to assist members with signing onto the website/internet banking and answering questions regarding internet banking capacities.
• Possesses knowledge of and ability to trouble shoot smart phone and tablet applications and devices within credit union electronic delivery channels.
• Researches and provides a problem resolution to member issues and diffuses escalating member situations.
• Responsible for administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of member information and the AACU information systems.

Job Requirements

• High school diploma or equivalent.
• Excellent communication and organizational skills.
• Ability to work branch hours as needed including some Saturdays.
• Ability to educate and promote credit union products and services.

Core Competencies

• Dependable - Commit to showing up on time and prepared to provide world class service to both internal and external members.
• Sales and Service Oriented – Discover member’s needs, provide solutions, and deescalate calls.
• Quality - Handle calls promptly and provide accurate service.
• Resilience – Ability to move from one situation to the next with a clear and open mind.
• Communication Skills - Listening to understand a member and make them feel heard.

Pay Information

The pay ranges represent the low and high end of the base salary range for this position. This position is eligible for incentives and an annual corporate bonus based on overall performance.

Grade Value 700: $19.00 - $24.52/hour

Training

• Paid training will be held at our corporate location in Colorado Springs for one full week, Monday-Friday, 9:00am-5:00pm, May 20th-24th and June 3rd-7th.
• Formal Training will be two one-week sessions with one week of on-the-job training between each session.

We love our family-like culture here at AACU. Our full-time employees enjoy a great benefits package, including paid sick and vacation days, comprehensive medical, dental, and vision plans, along with an outstanding 401K plan. Additionally, full-time employees are eligible for our tuition reimbursement program after 90 days of employment and we’ll assist you with your professional goals. Join our team and be a part of a company whose members’ and employees’ dreams are our passion.

AACU is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, gender expression, marital status, familial status, ancestry, national origin, disability, status as a protected veteran or any other status protected by local, state, or federal law. We perform pre-employment drug testing, consumer credit history checks and criminal background checks.