Contact Center Quality Manager jobs in Milwaukee, WI

Description

Do you enjoy helping people over the phone? Do you have previous call center or financial industry experience? Well this may be the position for you then! Guardian Credit Union (GCU) is looking for a full-time Member Contact Center Representative I (MCCI) to join our team!

BASIC RESPONSIBILITIES:

Represents Guardian Credit Union by servicing member requests through phone, online and mail channels. Performing routine member transactions and assisting general member inquiries.

ESSENTIAL FUNCTIONS:

1. Answers inbound calls and serves members by handling all requests, concerns and/or or directs them to the proper channels for specific information and assistance.
2. Performs routine member transactions, including but not limited to account transfers, loan payments, stop payments, and provide information on all account and loans.
3. Assesses member needs and suggests/promotes alternative products and/or services.
4. Daily servicing of internal and external member service requests for ATM/Debit card services including card orders, velocity changes, and excluding ATM/debit cards from card blocking rules.
5. Coordinates activities with other internal departments to meet member needs.
6. Responds and assists members in website Live Chat correspondence.
7. Processes items and member registrations for Remote Capture. Submits remote capture items nightly for processing.
8. Completes address change requests.
9. Completes member requests via phone for loan payments using credit cards or ACH.
10. Provides assistance and resets for member’s electronic services; internet banking and bill pay.
11. Provides prompt and courteous service and assistance to both internal and external members.

SECONDARY FUNCTIONS:

1. Performs routine clerical duties including, but not limited to, processing check reorders, issuing checks to members, and verifying address changes.
2. Performs VODs and available account balances for other financial institutions.
3. Completes daily/weekly/monthly report processing as assigned.
4. Completes special projects or other duties as assigned.

Qualifications

Education/Experience: Typical qualifications would be equivalent to: completion of a high school degree and 12 months experience in a credit union or other financial institution.

SKILLS:

1. Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative of the credit union.
2. Must demonstrate strong member focus with ability to provide efficient, friendly service in a fast paced, team-oriented environment.
3. Must be able to handle confidential information with discretion, retain composure under pressure, and reflect a pleasant, courteous telephone and business-like manner.
4. Must have a demonstrated ability to interpret and explain Credit Union policy and perform transactions to member accounts while adhering to policy.
5. Thorough knowledge of Credit Union services offered to membership and demonstrates ability to cross-sell/refer such services effectively.
6. Must present a professional, business-like appearance and manner.
7. Must be bondable.