Contact Center Quality Analyst jobs in Roswell, GA

General Summary:

Demonstrates a positive outlook and consistently performs within the context of Go Energy Credit Union philosophy, mission and corporate culture. Provides quality service and strives to consistently exceed service and needs based consulting expectations. Embodies the attributes of the Member Service Model standards, accountability, respect and teamwork on a daily basis. Acts in a professional, friendly manner at all times. Completes work in a timely and accurate manner.

Role:

The Contact Center Consultant will be the liaison between Go Energy Credit Union and its current and potential members. The successful candidate will be able to accept full ownership for effectively solving customer issues, complaints and inquiries keeping satisfaction at the core of every decision and behavior. This person is responsible for providing an exceptional member experience by handling member needs from service to sales. This includes answering inquiries, resolving problems, fulfilling requests, and identifying member needs. Utilizing a needs-based approach, the Contact Center Consultant will provide solutions based on member needs and how they like to conduct their banking. Time spent in various aspects of this role will vary from day-to-day depending upon the needs of the business. Candidate is expected to demonstrate and maintain an up-to-date knowledge of and ensure compliance with applicable regulatory requirements, including but not limited to BSA, OFAC, CIP, and internal policies and procedures.

Essential Functions & Responsibilities:

· Maintain large volume of inbound and outbound calls in a timely manner while building sustainable relationships. Establish, maintain, and deepen relationships with credit union members to achieve company and individual performance goals.

· Engage members while establishing new banking relationships with members ensuring they are offered products and services through a needs based selling approach that are appropriate given their financial needs and goals. Refer identified members to supportive team members who have expertise in products such as loans, mortgages, investment services, and member business services.

· Provide account servicing and maintenance, and assist with problem resolution for members and/or staff in accordance with all established procedures and regulations. Handle situations via face to face, email, telephone, and live web based programs.

· Encourage members to use self-service banking solutions including, ATMs, online, instant teller machines and mobile banking to enhance their service experience. Perform backend functions to ensure completion of these requests.

· Help create amicable and productive working relationships with other Go Energy team members including support departments. Seen as an operational and product knowledge resource for other team members.

· Assigned responsibilities as needed for additional product and service support – i.e, Plastics reporting, Plastics troubleshooting, Client Central, Active Teller, Mobile Deposit, Zelle, etc.

· Understand and proactively offer additional products/services – including IRA, HSA, credit cards and all types of consumer loans including home equity products.

· Take ownership of personal development opportunities. Be responsible for finding creative solutions for problems as well as achieving all company initiatives.

Performance Measurements:

· To meet or exceed financial performance as set by the Board of Directors and Senior Staff.

· To meet or exceed operational objectives with respect to the Member Service Model and branch productivity.

· To maintain quality communication of policy & procedure in a timely manner.

· To provide friendly, professional, and accurate service and support to all

members and staff.

Required Skills & Abilities:

· Credit Union Knowledge: Have an understanding of credit union history, philosophy, organization, bylaws, regulatory and operational procedures.

· Operational: Knowledge of financial institution regulations including but not limited Bank Secrecy Act / Anti-Money Laundering / USA Patriot Act / OFAC / Fair Lending Regulations. General knowledge and understanding of deposit operations, lending products and service needs, and other related consumer banking and compliance functions.

· Work Environment: Create an environment conducive to learning and accelerate innovation. Follow the core values of honesty, integrity, mutual respect, pride and ownership.

· Technology: Intermediate knowledge level of Excel, Word, and Outlook. Ability to learn and become proficient on credit union specific technology platforms. Proficient in problem analysis and problem solving in a call center environment.

· Other Skills: Strong training and supervisory skills, compliance, and leadership. Ability to communicate verbally and in writing in a professional manner when dealing with employees, members, vendors and company contacts. Listening skills are imperative with the ability to multi-task and adapt to an ever-changing environment.

Physical Requirements:

· Ability to lift and move a minimum of 40 lbs.

· Ability to proficiently use keyboard, monitor, telephone, and other standard office equipment. Ability to clearly speak and hear on telephone.

· Ability to communicate effectively with others in person and via telephone, email, and written documents.

· Ability to decipher data contained in documents, reports, spreadsheets, etc., presented both on paper and electronically. Ability to read fine print and problem solve with out of the box solutions as needed.

· Ability to transport self within credit union’s geographic service area, with a valid GA state driver’s license.

Required Training & Experiences:

· Experience: Minimum of 6 months experience financial services industry, retail, and/or sales in a call center environment. Consideration will be given to those with a Bachelor’s Degree in Business or Sales without 6 months of previous experience.

· Education: A four-year college degree preferred, High School Diploma or GED with proper work experience. Fluent in both English and Spanish preferred but not required.

· On the Job Functions: Excellent data entry and typing skills. Knowledge of customer service practices and principles. Maintain complete records with adequate follow up.

Job Type: Full-time

Pay: $19.65 - $23.67 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) 4% Match
• AD&D insurance
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Referral program
• Tuition reimbursement
• Volunteer time off

Physical setting:

• Call center
• Office

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Supplemental pay types:

• Bonus opportunities
• Holiday pay

Ability to Relocate:

• Dallas, GA 30157: Relocate before starting work (Required)

Work Location: In person