Senior Member Care Agent

About the role

The Member Care Senior Agent is responsible for coaching, mentoring, and providing support to the Member Care Center. This position supports leadership and staff in order to ensure operational excellence and superior member service is achieved.

Responsibilities

• Solve escalated member service issues, overcome obstacles, and find creative solutions.
• Communicate effectively with team members, others in the company, and Delta Community Credit Union members.
• Aid the Assistant Manager(s) in completing regularly recurring or special projects as needed.
• Support all member contact channels, spending an average of 50% of the workday handling Member Care calls.
• Maintain strong communication between Management, the contact center, and other business partners.
• Resolve escalated member complaints and inquiries.
• Lead the team by acting as a role model in performance, conduct, and being a subject matter expert.
• Flexible with scheduling around the needs of the Contact Center.
• Aid in the management of daily operational activities, coaching and monitoring day-to-day work of team members.
• Ensure proficiency in all Member Care skills.

Requirements

• High School diploma or equivalent.
• 1+ years’ of customer service and/or sales experience.
• Member Care Agent experience.
• Strong problem-solving skills and data analysis abilities.
• Strong knowledge and proficiency of MCC processes and systems; Symitar, MSP, CATS, Candescent, Meridian Link, Partner Care, POP.
• Strong interpersonal and communication skills.
• Ability to multi-task in fast-paced and diverse environment.
• Excellent organizational and time management skills.
• Detail-oriented and work with minimum supervision.
• Promote a collaborative, cooperative, and productive working environment.
• Perform essential job functions, including the ability to sit approximately 8 hours a day.
• Demonstrate knowledge of credit union products, services, systems, policies, and procedures.
• Comply with all Credit Union policies and procedures including those related to Bank Secrecy Act.

Qualifications

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Bachelor’s Degree in Business or related field preferred.
• 2+ years’ of customer service and/or sales experience preferred.
• 1+ years’ contact center operational experience preferred.
• 1+ years’ leadership experience preferred.
• 1+ years’ call center software experience (workforce management, call recording, Avaya) preferred.
• Advance knowledge of Excel preferred.