Contact Center Solutions Specialist

Job Description

Job Description

Who We Are...

Our members come from all different walks of life and so do we. We hire great people from a wide variety of backgrounds, experience and education as our diversity makes our company stronger.

Illinois Educators Credit Union stands strong in our core beliefs of making members' money, saving members' money, and saving members' time. See why a Credit Union is better at IECU.

Your Role...

The Contact Center Solution Specialist position assists new and current members with financial needs handling member inquiries, processing transactions, resolving issues and sharing information on Credit Union products and services through telephone or digital platform contact.

Your daily workday may look like this:

• Retrieve inbound communications via multiple platforms to assist new and existing members with appropriate resources to meet their financial needs including processing digital and telephone transactions.
• Provide accurate information and assistance in resolving account related issues.
• Identify opportunities to share new financial products, promotions and services available to members via digital platform support.
• Update and maintain accurate member information as needed on computer system.
• Maintain in-depth working knowledge of Credit Union products and services available to members.
• Complete a variety of training courses to maintain compliance with industry regulations and reporting. Support members on current trends related to fraud awareness and compliance requirements.
• Maintain working knowledge financial communication procedures through various communicating methods including telephone systems, digital and internal platforms.
• Refer any unresolved member inquires to the appropriate department.
• Support other department functions as needed.

The Requirements...

Our desired candidate will have 1-2 years of online or in-person customer support or related experience. Possess interpersonal skills for confidential discussions and resolve member issues. Knowledge of industry terminology and processes a plus. Experience working with Microsoft Office suite applications and software programs and telephone operations.

Education...

• Associates degree and achievement of formal certifications recognized in the industry as equivalent preferred. Bachelor's degree in business related field a plus.

The Benefits...

• 401k Retirement Program/Employer Matching up to 4%
• Paid Holidays - follow Federal holiday schedule
• Paid Time Off accrued monthly
• Health/Dental/Vision Insurance eligible 1st of the month after 60 days
• Life & Disability Insurance eligible 1st of the month after 60 days
• Tuition Reimbursement for work related coursework
• Infant to Work Program
• Wellness Program

If you share a passion for making an impact in a customer-focused environment, submit your resume or application for this role.

We provide equal employment opportunities to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other categories protected by law.