Credit Union West - AZ, AZ
posted 4 days ago
About the position
Credit Union West has been named a 'Top Company to Work for in Arizona' for the 12th year in a row (2013-2024)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction. Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following: Full-time employees receive 100% paid health, dental & vision insurance, earn incentives up to 15%, depending on position, a 401K plan with employer matching funds up to 5%, profit sharing, tuition reimbursement, gym membership reimbursement, paid time off for holidays, vacation, and sick days, a diverse and inclusive workplace, and Credit Union West membership and discounts. Be part of our award-winning team!
Responsibilities
- Efficiently and accurately assists with member phone calls in a courteous, helpful, and professional manner.
- Observes context and conversational cues to identify product and service solutions to needs that are presented or emerging.
- Follows member verification procedures and asks questions to mitigate fraud.
- Responsible for meeting key metrics including service levels, abandon rates, wait times and member service/survey ratings.
- Acts as a support resource for other team members.
- Uses good judgment to provide overrides within permission authority.
- Actively engages in open-ended conversations with members to identify opportunities to offer appropriate products and services.
- Opens, maintains and closes a wide variety of membership accounts including savings, checking, certificate, and retirement accounts.
- Provides proactive and timely member follow up.
- Responsible for application processing and funding of consumer loans including personal, credit cards, and auto.
- Solicits a variety of peace-of-mind ancillary products associated with loans.
- Participates in outbound calling campaigns as needed.
- Meets or exceeds sales and production objectives.
- Assists members through digital channels such as phone, email and chat ensuring professional communication through all channels.
- Supports review and decisioning through Online Account Opening.
- Establishes member relationships by ensuring responsiveness and regular follow up.
- Encourages members to adopt digital services.
- Performs other duties as assigned.
Requirements
- A high school diploma or G.E.D.
- 1-3 years of customer service experience, preferably in retail, call centers and/or financial services.
- Sales experience preferred.
Nice-to-haves
- Live the mission, vision, and core values of the credit union.
- Able to communicate effectively and tactfully with employees and members both orally and in writing.
- Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
- Effective time management and organizational skills.
- Ability to multi-task and be agile to serve members and employees.
- Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
- Thorough knowledge and understanding of organization's Employee Handbook and policies.
- Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws.
Benefits
- 100% paid health, dental & vision insurance for full-time employees
- Incentives up to 15% depending on position
- 401K plan with employer matching funds up to 5%
- Profit sharing
- Tuition reimbursement
- Gym membership reimbursement
- Paid time off for holidays, vacation, and sick days
- Diverse and inclusive workplace
- Credit Union West membership and discounts
