Member Experience Associate
The Member Experience Associate I will assist members that call the Credit Union to ensure world class service is delivered according to Desert Financial Credit Union's vision and core values. The Member Experience Associate I will have a passion to serve our members in a patient, cooperative manner while adhering to guidelines and working in a stable, consistent environment. Schedule flexibility required.
What you will do here:
Handle member inquiries via phone, troubleshooting, account management/transactions and online/mobile banking support. Efficient contact handling to adhere team performance standards (First Contact Resolution, Member Satisfaction, Quality Assurance, Work Ready and Attendance).
Ability to recognize when a call needs to be transferred and sets appropriate expectations when transferring calls to another department.
Protects organization value by recognizing confidential information; keeping it confidential; cautioning others regarding potential breaches. Educates members regarding protecting their accounts against fraud, how to recognize potential breaches and phishing scams.
Actively engaged in team meetings and on-going training.
Perform other job-related duties as assigned.
What you will need:
High School Diploma or GED
Minimum 1 year of customer service experience in a contact center.
Minimum 1 year of experience resolving complex customer service issues.
1 years of Financial industry experience
Ability to provide outstanding customer service and interacting with customers in a service and sales environment. Displays passion, excitement, and optimism to work with our members.
Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems, and the ability to communicate highly effectively, both verbally and in writing.
Experience with CAD, Keystone, Admin Console and other core banking systems.
Displays integrity by doing the right thing and make appropriate decisions.
Ability to maintain a professional and compassionate tone and demeanor when interacting with members and internal customers.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.
Job Status: Full Time
Job Reference #: 4409dcad-2ec4-45e4-a7a3-927924bc8c3f