Contact Center Consultant

About the role

As a member-owned financial cooperative, Meritrust is dedicated to providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. The Contact Center plays a crucial role in achieving this by consistently adhering to the Meritrust Core Values and delivering exceptional member experiences through every interaction.

Responsibilities

• 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.
• 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.
• Be willing to mentor teammates and adhere to mentor guidelines/expectations.
• Support chat interactions within established guidelines.
• Absorb and complete service requests within established guidelines.
• Perform other duties as assigned.

Requirements

Essential functions require a combination of skills and experience. Candidates should have:

• Strong communication and interpersonal skills.
• Ability to work independently and meet performance metrics.
• Experience in customer service or a related field.
• Knowledge of financial products and services.
• Basic computer skills including proficiency with CRM systems.
• Excellent problem-solving and troubleshooting abilities.
• Ability to handle confidential information.
• Proficiency in Microsoft Office applications.

Qualifications

While not all qualifications are required, candidates who meet these criteria are preferred:

• High school diploma or equivalent.
• At least 1 year of experience in a customer service role.
• Experience with CRM systems.
• Knowledge of banking and financial products.
• Experience with ACH transactions and dispute resolution.
• Experience with member relationship management.

Skills

To succeed in this role, candidates should possess the following skills:

• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to multitask and prioritize tasks effectively.
• Customer service orientation and ability to handle difficult situations professionally.
• Problem-solving and analytical skills.
• Attention to detail and accuracy in data entry.
• Ability to work independently and as part of a team.
• Knowledge of financial products and services.
• Experience with CRM systems.
• Experience with ACH transactions and dispute resolution.
• Experience with member relationship management.

Benefits

The Meritrust team offers a comprehensive benefits package including:

• Comprehensive medical insurance plan.
• Dental and vision insurance.
• Generous paid-time-off.
• 12 paid holidays.
• 401(k) plan.
• Wellness program.
• Tuition assistance.
• Employee loan discount.
• Employee Assistance Program (EAP).
• Life and disability coverage.

Pay

Compensation for this position is competitive and commensurate with experience.

Schedule

This role requires an in-person presence to maintain member information security, enhance the member experience, and enable IT to limit interruptions to service. The work schedule is Monday through Friday from 9:00 AM to 5:35 PM, with occasional Saturdays. Hours may vary based on organizational or departmental business needs.