Contact Center Specialist I

PURPOSE:

To provide personal member service to our members and employees through support-related functions, in accordance with established policies, procedures, and core values. In order to achieve the objectives of the Credit Union, these responsibilities shall be executed promptly, courteously, and accurately, as outlined in the Employee Handbook.

FUNCTIONS:

• Responsible for member marketing of the Credit Union and knowledge of all services offered to a degree that will enable answering questions or referring members for specific services.
• Responsible for all basic and complex member service directed telephone inquiries from credit union members as well as credit union employees. Responds to service requests/inquiries that come in via message boards, secure email, fax, & mail to include servicing of all loan and share types to include IRA shares. Must be able to accurately quote share rates and lending rates and terms.
• Active cross selling of Credit Union services including, but not limited to all loan types, all share types to include IRA shares, all Contact Center service channels, Shared Branching, and Matanuska Valley Financial Services.
• Responsible for signing up members for Credit Union services and products including, but not limited to all loan types, all share types to include IRA shares, VISA debit card, Easy Access, MVOnline/MVMobile, and Matanuska Valley Financial Services.
• Proficient with the following processes: accurately verifying member identity for security, opening accounts, check orders/reorders, change of addresses, share draft and ACH stop payments.
• Must be proficient in filling out Verification of Deposits for state and federal governments as well as other local businesses.
• Exercising independent judgment within authority in regard to problem resolution.
• Must be able to communicate clearly and concisely in written communications.
• Maintain familiarity with policies and procedures, as well as regulations pertinent to job responsibilities.
• Perform other duties as assigned.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES

• Proficient in use of computer software programs including Internet Explorer, Microsoft Word, Microsoft Excel, Microsoft Outlook and a working knowledge of Microsoft Windows required.
• Must be able to troubleshoot MVOnline/MVMobile and Easy Access issues.

PREREQUISITES FOR THE POSITION

• Minimum Education: High school graduate or equivalent.
• Minimum Experience: Six months contact center experience or one year in general office record keeping with public contact and problem solving highly desirable. Prior experience with MVFCU may be considered in lieu of a portion of the above experience.

About Matanuska Valley Federal Credit Union

Matanuska Valley Federal Credit Union (MVFCU) is your local credit union. We offer more than just a job; we provide a fulfilling career with excellent benefits while serving the community we live in. MVFCU invests in its employees with competitive pay, generous health and wellness benefits, paid time off, and a 401k. Team members enjoy professional development opportunities, tuition reimbursement, and a healthy work-life balance. Our culture emphasizes our local roots, respect, collaboration, and a passion to serve our community. MVFCU is a place where employees feel valued, supported, and proud of the work they do every day.