Contact Center Quality Analyst, Sr. jobs in South Bend, IN

Description

POSITION SUMMARY

The Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings.

The person in this position will present themselves professionally and position themselves as an organized, proficient, accurate individual as well as position themselves as goal and results oriented.

ESSENTIAL Job Functions

1. Maintain a pleasing and professional demeanor while addressing member concerns and questions delivered through the ACD lines from all inbound clients as assigned.
2. Initiate outbound calls, both sales and reminders, based on assigned campaigns.
3. Actively soft-sell credit union products and services by matching product/service benefits to the member’s needs.
4. Perform duties related to special projects requests.
5. Other duties as assigned.

JOB qualifications

1. Ability to work hours of Contact Center Operations as needed.
2. Working knowledge of Microsoft Office primarily Outlook, Excel, and Word.
3. Excellent interpersonal communication skills
4. Demonstrate attention to detail and respond well to deadlines
5. Prior Sales Experience; preferably in a credit union or financial services environment
6. Ability to work with and take/provide direction to others
7. Ability to use discretion when dealing with sensitive or confidential data.
8. Ability to accurately type 20 words or more per minute.
9. Ability to work effectively within a team setting.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

CU*Answers operates in a professional office building setting. Some job assignments at CU*Answers are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. CU*Answers is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Communication and Contact: The employee communicates effectively both verbally and in writing with superiors, colleagues, and individuals inside and outside the Company.

Physical Demands: While performing the duties of this position, the employee is regularly required to sit, talk, hear, and use hands and fingers to operate a computer and telephone. The employee must be able to see within normal vision range. The individual must have manual dexterity to operate a keyboard and mouse.

NOTICE

This job description is not intended to be, nor should be construed as a contract for employment. CU*Answers makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what CU*Answers has defined this position to be.

CU*Answers will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify CU*Answers in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. CU*Answers, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

CU*Answers is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. CU*Answers is an Equal Opportunity Employer.