Contact Center Advisor

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We are currently seeking a Full Time Contact Center Advisor to join our team. The role of the Contact Center Advisor is to assist members with their Credit Union needs over the phone and explaining products and services, opening new accounts, processing loan requests, responding to problems, making recommendations to satisfy member needs, and directing members to the appropriate individuals as needed. Successful candidates will be responsible to attain established goals for cross selling credit union products and services. The ability to speak Spanish is an asset for this position. This role includes Saturdays and rotating shifts during the week to be a part of the regularly scheduled workweek. This is a remote position; candidates must be local and reside within a 25-mile radius of any of our branch locations. Candidates must be able to report to a branch if necessary. Responsibilities for this position include, but are not limited to: Accurately completing transactions while assisting members in the Contact Center, while maintaining confidentiality and complying with MHV's policies and procedures, as well as maintaining productivity standards in support of department goals regarding service levels and speed. Maintaining a highly developed knowledge level of MHV's products and services to assists members and potential members with inbound telephone requests and multimedia inquiries while upholding MHV Service Standards, including open and close accounts, answer questions about products and services, resolve problems that are within authority to resolve and refer problems that are beyond authority to a supervisor, along with recommendations. Identifying all cross-selling opportunities and actively promoting and selling credit union products and services through daily telephone contact with existing and potential members. Processing loan requests, answering loan related questions, researching and solving lending problems, providing members with information on rates, terms, and alternate methods of financing. This also includes promoting and educating members about debt protection products. Assisting members with our Home Banking suite of products, including but not limited to, answering the proprietary e mails from our Home Banking vendor on a daily basis, and answering the Web site e mail daily. Accepting information relating to domestic wire transfers, performing OFAC inquiries, completing the verification process and obtaining necessary authorizations prior to submission to the Accounting Department. Performance Measurements include: Adhering to member service standards set by the Contact Center Advisor playbook and all annual performance metrics. Demonstrating a thorough knowledge of the duties and responsibilities of the position, rarely needing to ask questions. Staying abreast of current trends affecting the financial services industry and has an overall knowledge of the credit union, as well as its policies and procedures, and continually expanding knowledge and developing skills. Processing member transactions with minimal errors, maintaining good work quality with few exceptions, directing phone calls to the appropriate area with minimum transfers, demonstrating sound judgment when making decisions in normal situations and accepting loan applications in the directed manner. Maintaining productivity standards in support of department goals, assisting the organization in achieving the Strategic Goals as identified on our Scorecard and tracked on Inside Scoop. Maintaining an acceptable attendance/punctuality record, demonstrating adaptability and flexibility as it pertains to work schedules in order to support current business needs as well as maintaining confidentiality, promoting integrity, and supporting the corporate mission. Knowledge and Skills: One year to three years of similar or related experience. A high school education or GED. Personal contact with others inside and/or outside the organization for the purpos

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