Information Center Member Service Specialist II, Full-Time, Remote

About the Role

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.

Responsibilities

• Provide 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; successfully complete 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.
• Make process improvement recommendations to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union.
• Perform other job-related duties as assigned or requested.
• Comply with regulatory compliance and assigned training requirements.

Requirements

• High School diploma or equivalent.
• Minimum 1 year experience in the Information Center.
• Consistently meets and regularly exceeds expectations for the Member Service Specialist position, such as metrics for Schedule Adherence, Sales Goals, and QA evaluations.
• In good standing with no violations of department or company policies.
• Completed training and demonstrated ability to handle contacts for two or more additional Member Service skills including but not limited to: Visa, Fraud, and Escalations. These skill requirements are subject to change depending on business need.

Location

Remote (MA, NH, GA, or FL only).

Pay

Target compensation: $21.50 - $24.30 per hour.

Schedule

Monday - Friday, 8:45 AM - 5:45 PM.

Benefits

• Traditional medical, dental, and vision coverage.
• Generous 401(k) match.
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually.
• Paid federal holidays.
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria).

About the Company

First Tech and DCU were founded on the belief that financial solutions should put people first. This belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.