Member Contact Center Consultant

Job description

Connexus Credit Union - Who We Are: Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest. As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve. Connexus offers an Amazing Benefits package: 20 days of paid time off and 10 paid holidays 16 hours of paid Volunteer Time Off 401K Retirement with up to 6% employer match Excellent Health, Dental, Vision insurance, including multiple plan options Health Savings Account with generous employer contributions Employer paid Life insurance, Short-Term and Long-Term Disability Tuition Reimbursement from $4,000 - $7,000 per calendar year Robust Learning and Development program that includes an annual professional development stipend About the Role: Our Member Contact Center Consultants work in a fast-paced environment and are our frontline contact for members or individuals calling Connexus. We strive to provide best in class service on every single call with a focus on a one call resolution. If you have a hunger to learn, a desire to help others, and thrive in change, join our team for the opportunity to be your personal and professional best. Our Member Contact Center Consultant position requires a total of 40 hours per week. This position will have the following weekly schedule: Monday - Wednesday and Friday 8:30am - 5:00pm, and Thursday 9:00am - 5:30pm. All times are listed in CST. Responsibilities: Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc. Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes. Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members’ assets through strict adherence to risk mitigation procedures. Ability to meet performance metrics - including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history. Initiate, lead or participate in organization and/or department projects that help achieve our organization’s vision. Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services. Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills. Take initiative for your personal development and stay informed on current credit union processes/procedures. Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions. Position Requirements: This position is Remote. 1+ years of related experience Required. Follows established routines under close supervision. Self-starter with a strong desire to learn and work independently. Excellent listening skills complemented by proficient verbal and written communication. Ability to ask probing questions to fully comprehend and support member questions and concerns. Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience. Ability to follow procedures, policies, and regulations. Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications. Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions. Connexus Credit Union's Employer Recognitions: 2026 Best Place to Work in IT, Computer World Equal Opportunity Employer/Disabled/Veterans/41 CFR 60–1.4, 41 CFR 60-1.35