Contact Center Advocate

Description:

Canopy Credit Union is looking for a purpose driven individual to join our creative community as a Contact Center Advocate!

This position is located at our Downtown Branch location but is eligible for hybrid work.

• Wage: $21.70 - $25.50/hr DOE
• Additional $1.00/hr wage premium paid to bi-lingual employees.

If you are someone who is passionate about growing a happier and healthier community through financial inclusion, we encourage you to apply today!

About Canopy Credit Union:

Canopy Credit Union is a Community Development Financial Institution (CDFI). We aim to help people in our community who have less than perfect credit. A person's credit score does not define them, and Canopy recognizes that every person has a different story. Here your story matters. The Canopy mission is to guide everyone towards solutions that lead to financial wellness.

Canopy has recently been named the 10th Best Credit Union to Work For in the nation!

These accolades are possible because of our commitment to our core values:

• We embrace what makes us different: We honor everyone’s’ journey and welcome new ideas. We’re a place where your story matters
• Becoming is better than being: Growth happens when we try new things and don’t allow the fear of failure to hold us back
• Curiosity welcomed: We don’t ask “can we?” rather, “how can we?”
• Canopy serves: We believe that our level of success is directly proportional to how many lives we touch
• Fun is who we are: We are a fun, playful, and hardworking family committed to the growth of each other, our members and our community

Some of the perks you will enjoy by being a member of our Creative Community Culture:

• Options for full individual medical, dental, and vision insurance coverage at NO cost to the employee
• 401k match up to 7%
• Career Development: certifications, webinars, in house training's, job shadowing - these are all options we offer to support you in your career path
• Tuition reimbursement
• Hybrid work schedule available
• Opportunity to work with some of the leading technology in the financial services industry
• Office putt putt competitions, potlucks, meme sharing, mini basketball hoop challenges and BINGO

Job Overview
Receive incoming calls and digital communication and provides assistance to members' questions and/or needs. Determines the products, services or resources the caller requires (or could benefit from), then provide direct support services to member.

Embrace Canopy’s Service Philosophy - Make your moments matter: Care More, Give More, Know More

Job Responsibilities

• Identify products/services that might be beneficial to members and provide them with information on how they would provide value. Encourage members to upgrade their relationship with the company (cross-telling/selling).
• Perform teller functions for members (i.e. open, closing, and changing accounts, transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances, etc
• Cross-sell online banking and bill pay services and assist members in setting up enrollment and understanding the e-statement process.
• Answer incoming calls and determine the needs of the caller and verify the caller’s identity, determine if you can provide direct assistance (i.e. teller services) or that you will connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern. Maintain 90 second wait time goal.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Canopy Credit Union is committed to building a diverse and inclusive community. We actively seek opportunities to recruit and hire qualified candidates with varying backgrounds including race, religion, sexual orientation, age, national origin, ancestry, citizenship, disability, and veteran status.

At Canopy Credit Union, we strive to be an agent for change. We believe in the financial empowerment of our community, and we will continue serving you in the compassionate and kind manner you deserve.

Canopy Credit Union is an Equal Housing Lender and an Equal Opportunity Employer.

Requirements:

Experience

A minimum of six months of experience in a financial institution or similar phone center/customer service setting.

Education/Certifications/Licenses

High school degree or GED required.