Member Service Representative - Contact Center

Location:Boulder, CO
Benefits:Competitive Compensation Package
Employment Type:Full Time
Company:Elevations Credit Union
Description:When joining Elevations, you can expect to work for a company that:
Provides amazing experiences and creates raving fans.
Strives to provide solutions for a better life and promises employees it will be the best place they have ever worked.
Wins awards such as “Best Bank”, “Best Companies to Work for in Colorado” and even the “Malcolm Baldrige National Quality Award”, the only Presidential award for quality.
Has a highly-engaged workforce and emphasizes career growth, empowerment and servant leadership.
 
What’s in it for you:
Competitive pay, organization-wide incentive program, 401k matching, mortgage and auto discounts
4 weeks min. paid time off, work anniversary paid time off, 11 paid holidays, and 16hrs paid volunteer time off
Medical, dental, and vision health plans with FSA or HSA options
Onsite fitness center, Zumba and yoga classes, health fairs with biometrics screening and flu shots
Employee Assistance Program with a variety of services
Career development, trainings, career coaching, job shadowing, mentoring program, tuition reimbursement up to $5,000/year, and a recognition system
Culture of excellence and continuous improvement
We strive to be the best place you’ve ever worked! 
Duties:Summary/Objective:

This opportunity offers a high energy, upbeat, empowered environment in a fun, member focused organization. Our members rely upon the Call Center Guides to be their trusted go-to source for help with any account service, lending or technology channel access issue or product solutions. The successful candidate will continually demonstrate a world class consultative sales and superior service approach as they engage members.

Essential Functions include:

Uses a proactive approach with identifying sales opportunities and providing solutions or resolve through inbound calls, emails and chats.

Recognizes opportunities to help members with our lending products and refer them to a Financial Solutions Guide.

Uses problem solving methodology to listen, empathize, apologize, react and notify the member of a solution.

Strong understanding of online/mobile banking technology product and services.

Experiences and understands 3rd party financial software – i.e. Quicken, QuickBooks, Mint.com and various Internet Browser application.

Gains the trust of members by being honest, keeping commitments, sharing information, and treating them with respect.

Seeks opportunities to enhance knowledge of Elevations products and services as well as member needs.

Focuses on key department level metrics relating to sales, service, adherence, etc.

Adheres to all Federal and State laws and regulations governing applicable to the Credit Union, including the Bank Secrecy Act.

Performs other duties as assigned.
Qualifications:Required Education and Experience:

Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school.
Minimum one year customer service or sales experience.
Physical ability to maintain continuous hours of sitting at work unit answering a high volume of incoming calls.
Proficient in Microsoft Word and Excel.
Courtesy, tact, and diplomacy are essential elements of the job.  Work involves extensive personal contact with others and/or can be of a personal or sensitive nature. Work may involve motivating or influencing others.
 
Preferred Education and Experience:

Bachelor’s degree is a plus
Call Center experience a plus.
Online Banking/Internet Browser technology troubleshooting experience a plus.
Business and consumer lending product knowledge a plus.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 
 
About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1953, we’ve grown from 12 members and less than $100 in assets to an institution with 13 branches and more than 120,000 members that manages over $1.7 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.
 
EEO Statement: Elevations Credit Union is an equal opportunity employer.  We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.  All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
 
Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union.  If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision.  A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.


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