Information Center Member Service Specialist I, Full-Time, Remote (MA, NH only) $20.50/hour

What You’ll Do

Summary/Objective: Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members’ needs, and cross-sell appropriate products.

Essential Functions

• Maintain high standards of service excellence to both external and internal members.
• Meet service expectations as outlined in the Service Excellence Scorecard.
• Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work.
• Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services.
• Participate in performance development by being receptive to constructive coaching feedback from Performance Leads, Assistant Managers, Managers and Peers.
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments.
• Accurately process transactions, file maintenance and all other member requests.
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

What You’ll Need

• Education and Experience Requirements: High School diploma or equivalent Minimum 6 months of call center or banking experience
• Additional Eligibility Requirements: Strong interpersonal skills PC Skills Ability to multitask Spanish Speaking a plus