Call Center Representative
Hybrid role - Broomfield, CO - Elevations Basecamp
Employees who are able to perform the essential functions of their jobs away from an Elevations location may do so with the expectation that they are onsite at least fifty percent of the time over a two-week pay period.
Summary/Objective:
Our members rely upon the Member Solutions Guide (MSG) to be their trusted go-to source for help with any account maintenance, transactions, products, online assistance and account troubleshooting. An MSG continually demonstrates a superior approach to service as they engage internal and external members over the phone by providing the highest level of member service. In so doing they will create raving fans and amazing experiences—every member, every time.
Essential Functions include:
Exhibits passion for Elevations Credit Union (ECU) and demonstrates Elevations’ core values, Integrity, Respect, Passion, Creativity, and Excellence.
Demonstrates the PEAK'T service model while engaging with internal and external members, utilizing open ended questions to understand and identify appropriate solutions to their immediate or underlying needs. In so doing, seeking to achieve first call resolution while protecting the integrity of our member’s accounts.
Demonstrates operational excellence through compliance of established policies, procedures, and processes.
Has knowledge of products including but not limited to deposit accounts such as checking, savings, and CDs, etc. as well as loans- auto, personal, home, etc.
Assists members with not only their existing products but identifying opportunities to educate them on online self-service capabilities and/or new products.
Performs a variety of support and off phone tasks including but not limited to member survey follow up, service events, and online compliance courses.
Reports to:
Contact Center Manager
Manages:
This role does not have supervisory responsibility.
Required Education and Experience:
High School diploma or equivalent GED.
Minimum of one year in fast-paced customer service, sales, or banking experience
Excellent written and verbal communication, to include written and verbal instructions
Understanding of Apple, Android, PC and Mac systems
Demonstrated adherence to Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.
Preferred Education and Experience:
Bilingual English/Spanish speaking highly preferred – includes $150/month bilingual bonus after passing aptitude assessment
Work Environment:
Elevations uses multi-factor authentication to keep our data safe. As such, a personal smart phone is a requirement for employment with us. This job operates in an office setting and routinely uses standard office equipment.
Physical Requirements:
Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects.
Position Type/Expected Hours of Work:
Full time / 40 hours per week
M-F 9:00-6:00 & every 3rd Saturday 8:00am-1:00pm
Classification:
Non-Exempt
Compensation:
The person hired into this position will likely earn between $20.43- $25.55 per hour + annual bonus.