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Call Center Consultant

VSECU Montpelier, VT
  • Expired: over a month ago. Applications are no longer accepted.

VSECU – named, by Vermont Business Magazine, as one of the Best Places to Work in Vermont in 2017, 2018 and 2019 – is a credit union dedicated to improving the quality of life of all Vermonters.

We are in need of a diligent Call Center Consultant that works thoroughly to achieve service goals consistently and efficiently. A typical day will include handling a variety of incoming calls and electronic service requests to address issues, provide support, and offer information to keep current and/or potential new members satisfied as well as retain and grow business by way of product and service usage.

PRIMARY DUTIES & RESPONSIBILITIES:

  • Assist members in a timely manner, within established service and quality objectives.

  • Efficiently and effectively respond to member requests verbally or in writing.

  • Fulfill and resolve problems by demonstrating effective listening and communication skills; researching and exploring answers to questions and alternative solutions.

  • Recognizing opportunities to cross sell and up-sell products and account services to deepen the member relationship.

  • Participate in onboarding new members through verbal and written communication.

  • Assist members with, and encourage use of, VSECU suite of electronic services.

  • Comply with VSECU policies and practices related to assigned duties and with Vermont and federal regulations regarding monetary transactions and reporting requirements.

  • Maintain strict confidentiality practices for the protection and care of members.

  • Adhere to security procedures and fraud controls to protect members, staff, and assets.

JOB COMPETENCIES:

  • Models integrity and values honesty over results.

  • Communicates in a positive, polite, and empathetic manner. Responds appropriately to diverse member needs and requests including challenging and upset members.

  • Regularly produces accurate, thorough, professional work. Takes personal responsibility for the quality and timeliness of the work.

  • Enjoys building and maintaining member satisfaction by offering VSECU products and services that benefit members.

  • Ability to work in a high stress and fast pace environment.

  • Makes sound, conscientious decisions; analyzes problems skillfully.

  • Good oral and written skills to communicate effectively.

  • Ability to properly identify and resolve issues and process account transactions with accuracy and efficiency.

  • Ability to use discretion in decision making and sound judgment in problem solving.

EDUCATION & EXPERIENCE:

  • High school diploma with computer coursework and a minimum of two years’ experience working in a customer service environment including performing financial transactions or an associate’s degree in business, marketing or a related field, with at least one year in a financial institution, or a comparable combination of education and experience.

  • Competence and a strong commitment to customer service.

  • Familiarity with the credit union mission and philosophy and competence with financial functions.

  • Strong computer skills that include proficient keyboarding and the ability to utilize several different programs at one time.

VSECU’s normal business hours in the call center are Monday through Friday, 8:00am to 5:00pm, and Saturday, 9:00am to 12:00pm. Weekend shifts are covered on a rotational basis. Some additional pre- and post-shift availability for team training and meetings is required.

We offer a comprehensive benefits package including medical, dental and vision coverage, life and disability insurance, a strong retirement package with matching 401K contributions, tuition reimbursement, paid time off and paid volunteer time.

VSECU is an EOE.

VSECU

Why Work Here?

Make a difference in the life of a neighbor with dedicated people just like yourself.

VSECU is always interested in meeting people who are committed to quality work, customer satisfaction, helping others to be successful, and working as a team player. We look for these attributes when filling credit union jobs so if you choose to work here, you’ll find yourself among dedicated people just like yourself.

Address

1 Bailey Avenue, Montpelier, VT 05601
Montpelier, VT
USA