Contact Center Consultant

Position Summary

As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. In the Contact Center, this is achieved by consistently committing to the Meritrust Core Values and delivering excellent member experiences through every interaction.

Location

In-person is an essential expectation for this role to maintain member information security, create better member experience by ensuring employees receive immediate feedback on calls, and to enable IT to limit interruptions to service with phone connectivity and internet coverage. 360 Interlocken CO, 151 Main St. Meritrust Center, KS.

Work Hours

9:00 AM – 5:35 PM M–F, plus rotating Saturdays; hours may change according to the organization or department business need.

Essential Functions

• Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences.
• Maintain confidentiality in all Credit Union and member matters.
• Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
• Follow safety and security policies and regulations.
• Thoroughly research member relationships to evaluate how Meritrust can better serve them.
• Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program.
• Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes.
• Receive and respond to member complaints, ensuring timely resolution.
• Handle high-priority requests, wire transactions, and loan payments.
• Collaborate with other departments to resolve complex issues.
• Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals.
• Update member information to ensure accuracy.
• Create a climate where callers feel valued and respected.
• Use time effectively – is creative and adept at utilizing small blocks of off-phone time within established guidelines.
• Perform account maintenance.
• Perform research and make corrections and/or refunds on accounts when necessary.
• Understand, educate and assist members with Meritrust online and remote services.
• Complete annual Meritrust education program and maintain compliance with Bank Secrecy Act (BSA) and other regulatory requirements.
• Demonstrate self-sufficiency – using resources to find solutions.
• Prevent escalations and increase first call resolution through educating callers.
• Display an interest in investing in the growth and development of others.
• Display a willingness to mentor teammates and is able to adhere to mentor guidelines/expectations.
• Support chat interactions within established guidelines.
• Absorb and complete service requests within established guidelines.
• Ability to work independently and meet performance metrics.