Contact Center Quality Manager jobs in Reading, PA

Description

Diamond’s culture is made up of a team of driven and passionate employees that care about helping others. When you work at Diamond, you will find that you can have more than just a job here, you can build your career. Diamond employees believe in doing more for our members and more for our community, which is what has helped make us one of the Best Places to work in PA for 8 consecutive years. See how your career can grow when you start working with Diamond Credit Union.    

Position Summary:

Member Advocate – Member Contact Center-Call handles member requests and provide exceptional member service. Using product knowledge to recognize cross sell opportunities and refer to appropriate credit union specialists. 

 
Supervisory Responsibilities:

No direct reports.

Essential Functions:

• Effectively handle incoming calls, making sure all calls are answered within 2 rings, while ensuring established average speed of answer performance and abandon rate standards are met.
• Assist members with general inquiries, account management, routine account-related requests such as: account reconciliation, evaluation and explanation of products, service fee and overdraft charges, up to and including fee refunds, transfer of funds, stop payment requests, debit cards (i.e.: usage, limits and dispute processing), credit card and loan payment processing, account maintenance changes (i.e.: name/address, phone, etc.) check reorders and interaction with internal support departments and 3rd parties.

Requirements

 Required Skills / Abilities: 

• Demonstrated dedication to positive, member-focus service.
• Good interpersonal and communication skills to ensure member related issues are handled in a fair, consistent manner.
• Good organizational skills and attention to detail.
• Ability to work through member situations and provide effective and accurate resolutions.
• Good technical skills and ability to work with multiple systems.
• Ability to be available at 7:45am M-Sat.
• Available to work until 5:15pm M-W, 7:15 Th, 6:15pm Fri, and 1:15 Sat on a rotational basis.

Education / Experience:

• High school diploma or equivalent.
• Two plus years of customer service experience, preferably within a financial institution. 

Diamond Credit Union is an Equal Opportunity Employer.