Member Contact Center Consultant - Part Time

About the Role:
Our Member Contact Center Consultants work in a fast-paced environment and are our frontline contact for members or individuals calling Connexus. We strive to provide best in class service on every single call with a focus on a one call resolution. If you have a hunger to learn, a desire to help others, and thrive in change, join our team for the opportunity to be your personal and professional best.

The position requires a total of 20 hours per week over 5 shifts, with each shift lasting 4 hours. Your schedule will require Monday and Saturday shifts, as well as three additional weekdays Tuesday through Friday. Monday through Friday shifts will start between 1PM - 3PM and end between 5PM - 7PM. Saturday shifts will start at 9AM and end at 1PM. All times are in Central Standard Time (CST). Schedules are set in advance and there will be no on-call expectations.

Responsibilities:

• Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.

• Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes.

• Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members' assets through strict adherence to risk mitigation procedures.

• Ability to meet performance metrics - including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history.

• Initiate, lead or participate in organization and/or department projects that help achieve our organization's vision.

• Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services.

• Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills.

• Take initiative for your personal development and stay informed on current credit union processes/procedures.

• Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions.

Position Requirements:

• This position is Remote.

• 1+ years of related experience Required.

• Follows established routines under close supervision.

• Self-starter with a strong desire to learn and work independently.

• Excellent listening skills complemented by proficient verbal and written communication.

• Ability to ask probing questions to fully comprehend and support member questions and concerns.

• Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience.

• Ability to follow procedures, policies, and regulations.

• Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone of or via electronic communications.

• Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions.

Connexus Credit Union's Employer Recognitions:

• 2024 Best in Class Employer, Gallagher

• 2025 Best Place to Work in IT, Computer World

Equal Opportunity Employer/Disabled/Veterans/41 CFR 60-1.4, 41 CFR 60-1.35