Contact Center Quality Analyst jobs in Kentucky

Position Summary

This position is responsible for consistently providing exceptional service to our members in person, by telephone and / or through online communication.

Provides members with timely, courteous and professional paying and receiving services. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues.

Actively builds relationships with new, existing and prospective members and cross-sells products and services using consultative selling techniques.

Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments.

Supports and promotes the Credit Union's Vision, Mission and Core Values.

Primary Responsibilities

In addition to proficiency in all Teller duties and responsibilities, this position will also be responsible for the following :

• Welcomes and serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the call.
• Provides member services such as checkbook orders, stop payments, etc.
• Performs opening and closing procedures for main vault and branch.
• Thinks critically, empathizes with the member, and escalates issues when an equitable resolution cannot be obtained.
• Strives for first call resolution, but may require research, follow-up, and return calls.
• Complies with member identification procedures and exercises discretion when dealing with confidential information.
• Provides account information and processes member requests for statement copies.
• Performs general account maintenance on member accounts, such as address changes.
• Assists members with closing accounts.
• Ensures compliance with all applicable regulatory requirements.
• Maintains a proficient knowledge of all Credit Union products and services.
• Asks appropriate questions to obtain an understanding of members' needs and recommend products and services that may benefit the member and meet the Credit Union's corporate goals.
• Handles complex account servicing issues, account maintenance and troubleshooting including fraud.
• Assists in the set-up of Home Branch accounts.
• Resolves or refers electronic service issues including, Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
• Orders debit cards and assists members in filing debit card disputes as well as inform member of the time frames associated with debit card claims.
• Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
• Actively works to achieve personal, departmental, and organizational sales and service goals.
• Confers with other departments to resolve member questions and concerns.
• Understands and complies with federal, state, and other rules and regulations relating to products and services.
• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.

Educational / Experience Requirements

• High school diploma or GED.
• Minimum two years of similar or related experience including customer service experience.
• Minimum two years of previous Teller / Member Service Specialist experience preferred.
• Call Center or switchboard operator experience a plus.

Qualifications

• Must be able to speak, read, write and understand English
• Basic clerical skills and knowledge of general office equipment.
• Good mathematical skills and business aptitude.
• Excellent verbal and written communication skills.
• Demonstrated professional telephone skills.
• Positive, outgoing personality and a "can-do" attitude.
• Ability to make decisions and solve problems timely.
• Proficient computer skills and the ability to work in Window-based systems / Microsoft applications.
• Bilingual language skills a plus.
• Ability to work various schedules and on Saturdays as needed.
• Ability to travel to other branches as needed.

Job Posted by ApplicantPro

Last updated : 2024-03-24