Contact Center Account Consultant-III

PRIMARY FUNCTION:

The Contact Center Account Consultant III's primary function is to answer telephone inquiries regarding deposit and loan accounts, promote credit union products and services that meet the members' needs and retains their business, handle live chat conversations, handle texting conversations and consistently provide proactive Quality Service to members and all co-workers throughout the credit union.

JOB DUTIES AND RESPONSIBILITIES: Perform all of the following functions in a call center environment on the phone, texting or through live chat conversations:

• Promote the credit union by cross-selling products and services focusing on member needs.
• Meet business objectives for sales, growth and membership retention.
• Handle member inquiries and solve problems with a focus on self-service education.
• Handle live chat conversations in VACU's virtual assistant/live chat format, GINI.
• Complete text messages to members based on their requests for information and support.
• Explain VACU's suite of digital services and provide problem-resolution to members.
• Provide servicing support to Business Services members.
• Explain loan options and loan products over the phone.
• Ability to quote loan payoffs to members.
• Ability to open checking and additional savings accounts over the phone.
• Inform, Educate, and Advise members, regardless of the individual circumstances.
• Perform transfers, withdrawals, loan payments by transfer and advances from lines of credit by transfer or check. Take check orders over the phone and process Credit Card Payments.
• Assist members with the transfer program, payroll deductions, direct deposit, stop payments and credit card inquiries.
• Other duties may be required and assigned by the supervisor.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

Expectations:

• Meet Contact Center service quality standards. Consistently give quality service to external and internal members. Treat members courteously and professionally while handling their requests promptly and accurately.
• Evaluate members' needs and make recommendations that will help them achieve their financial goals.
• Consistently meet or exceed monthly proactive cross-selling, account retention, quality, and time management goals.
• Build relationships with credit union members and team members.
• Contribute towards individual, team and department goals while promoting team spirit.
• Have excellent, professional written communication skills that meets the standards for live chat and texting conversations with members.
• Give feedback to the Managers and Supervisors about department and team goals and incentives.
• Attend training sessions as directed by Manager or Supervisor to keep skills current.
• Consistently demonstrate skills learned during the GUIDE and HELP Sales Training.
• Keeps all member and credit union business confidential.
• Serve as an Account Consultant subject matter expert and provide assistance to teammates.
• Must be able to be actively registered with the Nationwide Mortgage Licensing System and Registry (NMLS).

JOB QUALIFICATIONS:

Knowledge: Must have a thorough knowledge of credit union products and brand to include loan products and services. Must have advanced credit union knowledge shown by successful completion of the Consultant Tier 1 and Tier 2 training program.

Skills: Must be able to operate a computer and other office equipment. Must be skillful when working with details such as numbers and names. Must have the ability to effectively and professionally communicate with members both verbally and in writing. Must be able to work in a stressful environment while being flexible. Must have the ability to consistently provide excellent service. Must show by example the increased abilities learned in the Account Consultant Tier 1 and Tier 2 training program.

Minimum Education and Experience: High school degree with additional business courses preferred. Prior experience in a busy public contact position at a credit union, financial institution, or a retail outfit. Must have experience with computers. Must have experience in handling member requests and inquiries. Successful completion of Account Consultant Tier 1 and Tier 2 training program. Must be performing at a Significant Contributor level after completion of the Consultant Tier 1 and Tier 2 training program.

PHYSICAL REQUIREMENTS: Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds. Ability to speak and hear clearly with reasonable accommodation.