Contact Center Quality Manager jobs in Huntsville, AL

About Us

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with over $4 billion in assets. With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners. Approximately 650 employees serve more than 260,000 members from 27 Middle Tennessee branch locations, Regional Operations Center, Teller Center and Corporate Headquarters. Ascend recognizes that its employees are critical to the credit union’s sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

What We Offer

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union’s commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend’s vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016-2023) and Training APEX Awards (2015-2023).

Overview

The Contact Center Representative (Basic Support) is responsible for receiving inbound calls from the membership, providing information and credit union services through interaction with the members over the telephone.

What are we looking for? The good news is that your training will teach you everything you need to know to succeed on the job. But there are a few skills you should have from the beginning:

• You're a friendly person who is comfortable talking on the phone. You'll need to communicate to our members that their questions are your number one priority. Helping to provide resolution to a member's request is an essential part of your job.
• You're enthusiastic about our products and services and have a desire to share your enthusiasm with members. You understand the importance of accuracy and ensure our member's receive top notch service every call.
• You've got attitude - the right kind of course - and understand the need to be on time, all the time. With loads of energy, you understand that work is easier - and more fun - with some teamwork.

Department Hours: Monday - Friday 8:00 a.m.- 5:00 p.m., Saturday 9:00 a.m. - 1:00 p.m. Employees scheduled for Saturday hours will have one full day off during the week.  Contact Center is closed on Sunday. This is a full time position totaling 40 hours per week.

Responsibilities

Receive inbound calls from the membership. Must be knowledgeable of all credit union services, various departments, etc. to answer questions from the membership and other outside contacts. Must be able to question the member to obtain a full understanding of the member’s needs and assist with transferring the call to another employee/department if necessary.

Provide member with assistance on the following services:

Accounts

• Explain different account options, terms, rates, etc.
• Provide account information to members, i.e., account balances, cleared drafts, deposits, withdrawals, transfers, returned checks, etc.
• Update existing member loan and deposit accounts.

Remote Services

• Explain and cross-sell the remote services including Online Banking, Indirect Lending, etc.

Cross Selling

• Cross sell additional deposit, loan, and electronic products by offering members feature and benefit information on these services, and referring members to appropriate departments.
• Cross sell credit union services to the membership

Qualifications

Education:

• High school graduate or equivalent. 

Experience:

• Previous customer service experience required. Call Center experience a plus. 

Knowledge, Skills and Abilities:

• Must be accurate in all transactions. 
• Must treat all members and outside contacts in a positive and cooperative attitude. 
• Excellent communication skills required in order to communicate with the membership and coworkers in a professional manner. 
• A high degree of poise and tact to represent the credit union in a positive manner to the membership and outside contacts. 
• Ability to organize and prioritize work with minimum supervision. 
• Must manage length of call with member. 
• Must be able to work as part of a team in a fast, paced environment with a diversity of job duties and knowledge. 
• Must be able to manage multiple projects and prioritize multiple tasks. 
• Regular and reliable attendance is required. 
• Working knowledge of computer programs including Microsoft Word, Microsoft Outlook, Excel and the internet 
• Must have ability to operate or have ability to be trained to operate related office equipment including calculator, check and receipt printers, computer terminal (PC), multifunction copier, telephone and typewriter.

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Ascend Federal Credit Union is an Equal Opportunity Employer.