Overview:

As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect.  In the Contact Center we do this by committing to the Meritrust Core Values in all aspects.  .

Duties and Responsibilities:

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences
• Maintain confidentiality in all Credit Union and member matters
• Present a positive, successful image of the credit union through a professional appearance and courteous attitude.
• Follow safety and security policies and regulations

• Thoroughly research member relationships to evaluate how Meritrust can better serve them
• Determine, meet, and solve members’ needs, challenges, and questions over the phone
• Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program
• Create a climate where callers feel valued and respected
• Meet and/or exceed set performance goals
• Use time effectively – is creative and adept at utilizing small blocks of off-phone time within established guidelines
• Perform account maintenance

• Perform research and makes corrections and/or refunds on accounts when necessary
• Understand, educate and assist members with Meritrust online and remote services
• Complete  annual Meritrust education and development program
• Demonstrate self-sufficiency – using resources to find solutions
• Prevent escalations and increase first call resolution through educating callers
• Display an interest in investing in the growth and development of others
• Display a willingness to mentor teammates and is able to adhere to mentor guidelines / expectations
• Support chat interactions within established guidelines
• Assist with the completion of service requests within established guidelines
• Complete  annual Meritrust education and development program

Qualifications and Education:

• Previous financial institution experience and/or knowledge of principles and practices of a financial institution required
• Previous customer service experience required
• Excellent oral and written communication skills
• Ability to operate applicable PC programs necessary for job function
• High School diploma or equivalent