If you are located in Wisconson, Minnesota, Illinois, or Iowa
There are some needs that can’t be met with loans or savings accounts. We know there’s more to each member’s story than numbers. Sometimes, the best thing we can offer our members is a listening ear or some financial education.
We’re proud that the Marine family is growing – now with over 75,000 members in Wisconsin, Iowa, Minnesota, and Illinois.
Major Duties and Responsibilities:
Serve the credit union by monitoring the performance of Contact Center staff communication through written communication and member phone calls.
Monitor functionality, reliability, and quality of services and products used by the Contact Center to serve members.
Create, maintain, and analyze Contact Center metrics and statistic reporting.
Maintain working knowledge of quality standards.
Organize, coordinate, and facilitate quality processes to measurably improve.
Maintain and create relationships with 3rd party product vendors including vendor scripting.
Ensure that all credit union members and employee-related businesses are kept in the strictest of confidence.
Review calls and correspondence for compliance adherence.
Monitor Sentiment Analysis and communicate training and coaching opportunities to Contact Center leadership.
Expectations:
Collaborate with external and internal support teams to identify and implement process improvements.
Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
Act as a role model for other employees by demonstrating positive, solution-focused behavior.
Provide timely, complete, and accurate information to the leadership team.
Review calls for MCU and third-party team members to ensure exceptional customer service
Partner with leadership and trainer roles to plan training for team based on call trends.
Knowledge, Skills, and Abilities:
Excellent written, verbal, and interpersonal communication skills.
Ability to work independently and within a team.
Detail-oriented with effective time management and organizational skills.
Strong analytical and problem-solving skills with the ability to multitask.
Moderate knowledge of Microsoft office.
Work from Home! Marine Credit Union is currently seeking a full-time Bilingual (Spanish/English) Contact Center Representative to join our small, dedicated Call Center team at our Corporate Office in La Crosse, WI. This position offers a competitive wage with a low-cost comprehensive benefits package. You’re more than just a number at Marine Credit Union. Our Call Center philosophy is a little different in our flexibility and caring approach to our team members. If you are interested in joining a close-knit team, growing in your career, and working in a professional environment, then we would like to hear from you!
***This is a remote/work from home position.*** Are you seeking a rewarding career with an opportunity for advancement? Do you enjoy a goal-oriented environment, challenging yourself, and working with customers daily? If so, we invite you to share your background and qualifications with us! Marine Credit Union is currently seeking a Contact Center Representative who possesses a high level of professionalism and experience in customer service and call center communication.
Major Duties and Responsibilities:
Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
Accurately verify members and be on the frontline of fraud prevention.
Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution.
Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset.
Assist members with complex problems to provide resolution and provide proper follow-up.
Provide routine account maintenance and process account transactions per member request.
Provide technical support to members for digital banking and online account opening.
Educate members on the most efficient way to do their business with the credit union.
Advance member lives through active listening to member needs and offering solutions through the credit union products and services.
Ensure that all credit union members and employee-related businesses are kept in the strictest confidence.
Expectations:
Provide exceptional customer service to members and internal staff of the credit union.
Be a member advocate by actively listening to members and applying solutions.
Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
Provide timely, complete, and accurate information to members.
Achieve daily metrics related to a number of members helped through effective time management.
Successfully resolve member issues and complaints with one call resolution.
Ability to Multi-task while using computer programs
Candidates must be available from 8 AM – 5 PM Monday – Friday and one Saturday per month from 8 AM – 1 PM
Knowledge, Skills, and Abilities:
Excellent written, verbal, and interpersonal communication skills.
Ability to work independently and within a team.
Detail-oriented with strong computer skills
Strong analytical and problem-solving skills.
Ability to build influential relationships with internal and external members of the credit union.
Effective conflict management skills.
Ability to use judgment and work independently to solve day-to-day problems within established guidelines.
Proven sales ability to identify member needs and offer products or services to improve the member impact.
Experience:
A minimum of 2 years of previous customer service experience.
Previous experience with phone-related work is highly desired.
Experience working within a Financial banking or sales role is a plus.
***This is a remote/work from home position.*** Are you seeking a rewarding career with an opportunity for advancement? Do you enjoy a goal-oriented environment, challenging yourself, and working with customers daily? If so, we invite you to share your background and qualifications with us! Marine Credit Union is currently seeking a Contact Center Representative who possesses a high level of professionalism and experience in customer service and call center communication.
Major Duties and Responsibilities:
Serve credit union membership by providing service and information in a pleasant, professional, and efficient manner via telephone or other forms of correspondence.
Accurately verify members and be on the frontline of fraud prevention.
Research and resolve member questions, issues, and complaints concerning credit union memberships with one call resolution.
Act as a liaison between the member and back-office departments within the credit union owning the member relationship creating a member first mindset.
Assist members with complex problems to provide resolution and provide proper follow-up.
Provide routine account maintenance and process account transactions per member request.
Provide technical support to members for digital banking and online account opening.
Educate members on the most efficient way to do their business with the credit union.
Advance member lives through active listening to member needs and offering solutions through the credit union products and services.
Ensure that all credit union members and employee-related businesses are kept in the strictest confidence.
Expectations:
Provide exceptional customer service to members and internal staff of the credit union.
Be a member advocate by actively listening to members and applying solutions.
Maintain knowledge including but not limited to: loan servicing, account opening, wire transactions, debit card maintenance, digital banking, fraud, and transactions.
Abide by all applicable regulations, policies, and procedures set forth by Marine Credit Union.
Provide timely, complete, and accurate information to members.
Achieve daily metrics related to a number of members helped through effective time management.
Successfully resolve member issues and complaints with one call resolution.
Ability to Multi-task while using computer programs
Candidates must be available from 8 AM – 5 PM Monday – Friday and one Saturday per month from 8 AM – 1 PM
Description
$1,000 Sign-On Bonus! Marine Credit Union is currently seeking a Member Service Representative (Teller) who possesses a high level of professionalism and experience in customer service or sales. As a Member Service Representative, you are the front-line of our business. You will serve as a liaison between the member and the credit union by providing accurate account information and professionally handling members' daily banking needs. In addition to providing exceptional customer care, our Member Service Representatives provide direct member support by answering questions, assisting with a variety of financial transactions, and cross-selling additional Credit Union products as needed.
QUALIFICATIONS:
The ideal candidate is one committed to providing exceptional customer service and building strong relationships. To be successful in this position, one must have strong problem-solving skills and have an orientation to detail. Additional qualifications include:
Prior experience in customer service and cash handling
Prior exposure to sales or cross-selling is preferred
A High School diploma or equivalent is required
Additional language skills preferred.
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