Virtual Communications Specialist

Responsible for handling a variety of member service calls and virtual member communications in a prompt and courteous manner. Resolves member questions and problems regarding account statements, loans, payments, automatic transfers, interest rates, and certificates. Completes and maintains related reports, records, and files. Cross sells Credit Union services and supports all functions within the Virtual Communications Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assumes responsibility for the effective and professional completion of Virtual Communications Specialist I functions.
  • Receives member telephone questions and complaints in a professional manner.
  • Completes research and resolves documentation errors or discrepancies.
  • Provides general information to members on Credit Union policies, procedures, and programs.
  • Provides information to members on accounts, payments, interest rates, wires, loan, and savings programs, etc.
  • Performs basic maintenance functions and automatic transfers for loan payments.
  • Receives virtual member communications- email, online messages, voicemails, chats questions and complaints in a professional manner.
  • Maintains and projects the Credit Union's professional reputation.
• Assumes responsibility for establishing and maintaining effective coordination and working
  relationships with area personnel and with management.
  • Participates in weekly Communications Center meeting.
  • Keeps supervisor and SME (subject matter expert) informed of area activities and significant problems.
  • Ensures all member questions are resolved in a timely manner.
  • Completes required tasks and records accurately and promptly.
  • Attends and participates in meetings as required.
• Assumes responsibility for related duties as required or assigned.
  • Assists other departments, as necessary.
  • Performs related clerical duties as needed.
  • Assists in verifying accounts, copying checks, and mailing correspondence.
  • Keeps the work area clean, secure, and well maintained.
  • Actively and professionally cross sells Credit Union services.

PERFORMANCE MEASUREMENTS

• Virtual Communications Specialist I functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Credit Union products and services is provided to members.
• Contact Center Key Performance Indicators expectations are met.
• Required tasks and records are accurate, complete, and timely.
• The Credit Union's professional reputation is conveyed and maintained.

Benefit Opportunities: 401(k) with employer matching contribution, Dental Insurance, Employee assistance program, Employee loan rate discount, Employee referral program, Health Insurance, Holiday pay, Investment consulting, Long-term disability insurance, Life and AD&D insurance, Paid bereavement leave, Paid parental leave, Paid time off (personal, PTO, sick, vacation), Professional development assistance, Short-term disability insurance, Tuition reimbursement, Vision insurance

Other Compensation Opportunities: Goal-based Organizational Annual Bonus, Position-based Monthly Incentive

Job & Pay Type: Full-time, Non-Exempt

Pay Range: $15.50 - $22.86/hour

Pay Frequency: Bi-weekly

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: General knowledge of Credit Union policies and procedures.

EXPERIENCE REQUIRED: 1 year of call center preferred. 1 year of experience in member service at a full-service financial institution preferred.

SKILLS/ABILITIES: Excellent communication and public relations skills. Ability to multi-task a must. Ability to work well under pressure. Ability to use a personal computer and related software applications. Solid math skills and bookkeeping abilities.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

MATHEMATICS ABILITY: Ability to perform very basic math skills including adding, subtracting, multiplying, and dividing two-digit numbers; the four basic arithmetic operations with money; and operations with units such as inch, foot, yard; ounce, and pound (or their metric counterparts).

LANGUAGE ABILITY: Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation. Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs. Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

SOCU is an Equal Opportunity Employer and will give consideration to all qualified applicants for employment without regard to race, color, religion, national origin, ancestry, age, sex, marital status, order of protection status, disability, marital status, sexual orientation, pregnancy, or unfavorable discharge from military service as those terms are defined in Section 1- 103 of the Illinois Human Rights Act (775 ILCS 5/1-103).