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Open nowPosted 5 days ago

Spec, Call Center Service Delivery

BCU11 open roles

Where
Vernon Hills, IL, USA
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Your applicationOpen nowSpec, Call Center Service DeliveryBCU · Vernon Hills, IL, USA

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on BCU's own form.

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.7%1 day
  2. 3.5%3 days
  3. 7.8%7 days
  4. 14.6%14 days
  5. 34.1%30 days
This job: posted 5 days ago

The posting

SALARY The starting hourly pay for this role is $22/hr.  SUMMARY   This role provides service support and interacts as the BCU brand servicing our member’s needs. Are you goal driven? Do you have great active listening skills? We are looking for professional individuals to service our members in our fast-paced call center. The primary purpose of this role is to provide best in class member service by answering incoming calls to help resolve routine and complex member inquiries with empathy and compassion. An individual who can walk in our members shoes and advocate to provide resolution. This role comes with a fun team, rewards, recognition, and opportunity for advancement.     ROLE AND RESPONSIBILITIES  

Service 50-100 first tier incoming member calls daily, including general member inquiries, account research, fraud and disputes or as assigned Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices Based on member need, promote the adoption of or conversion to available credit union products and services Own the ability to quickly adapt and support new strategies, tools, and tactics to better service our members Build strong internal partnerships with management and peers in contributing to a productive and quality team environment Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training Other duties as assigned

  QUALIFICATIONS AND EDUCATION REQUIREMENTS   •   High school diploma or equivalent •   Minimum 1 year of customer service experience •   High energy, positive attitude, self-starting and coachable individual •   Strong interpersonal, verbal, written and active listening skills •   Aptitude to develop and own strong understanding of regulatory and departmental policies •    Ability to work effectively and pay attention to detail in fast paced environment, leveraging tools to drive a first contact resolution every time. •   Ability to adapt quickly and easily to changes in strategies, tools or tactics •   Desire to form and make business improvement recommendations •   Ability to building strong internal peer and team partnerships •   Desire to meet all established performance goals consistently •   Basic Windows PC navigation and Microsoft office knowledge

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