Member Contact Center Peer Advisor

Scott Credit Union is hiring a Peer Advisor in Edwardsville, IL to help provide exceptional service and strengthen our connection with members.

About the Role

Reports to Contact Center Manager and assists in the operation of the Member Contact Center Department. Specific operational, business development, and member service activities as delegated by the Manager, including training of the Member Contact Center Staff. The Peer Advisor will coordinate the training of all new FSRs with the Training Department and the on-the-job training with the Supervisory Team. The Peer Advisor will have one-on-one time with every new FSR in the department, working in the core system as well as each of the actively used ancillary systems.

Responsibilities

• Coordinate the formal classroom training of all new FSRs with the Training Department.
• Coordinate the on-the-job training of all new FSRs with the supervisory team.
• Train all new FSRs on answering member calls, processes, and ancillary systems.
• Train all new FSRs to cross-sell credit union products on a regular basis and ensure a strong understanding of products and services.
• Monitor the department chats, respond to FSR inquiries, and review the Peer Advisor inbox when no new FSRs are in training.
• Work closely with the Team Lead(s) to determine if/when to join the call queue, provide backup for the Contact Center chat, or assist members via the online chat system to ensure service level standards are achieved.
• Educate members and potential members on the products and services Scott Credit Union offers that may be of benefit.
• Make referrals to the Loan Center, Mortgage Department, or Retirement and Investment Services as needed.
• Maintain harmony among new employees (within 90-day introductory period) and resolve grievances.
• Perform such other duties as may be assigned by Team Leads or Manager.

Requirements

• High school diploma or equivalent.
• One year of call center experience and training experience OR four years of diversified experience working in a retail sales or financial services environment and training experience.
• Personal computer experience to include Microsoft Windows applications.

Benefits

• 11 paid holidays and competitive PTO.
• 401(k) with employer match.
• Medical, dental, vision, and life insurance.
• Short-Term Disability, including maternity leave.
• Tuition reimbursement program.
• “Dress for your day” policy.
• Career advancement opportunities.
• Supportive, team-oriented culture.

Schedule

Full-time | Monday–Saturday.

Fully on-site for the first 90 days at the Edwardsville, IL Headquarters. After successful completion of the probationary period, the position may be eligible for hybrid or remote work. Employees in hybrid or remote roles may be required to return on-site periodically for meetings, events, or other work-related needs as determined by their manager.