Key Facts

Remote From:

Freelance

Junior (1-2 years)

English

Hard Skills

Digital Banking Call Center Experience Secured Transactions Performance Management Regulatory Compliance Governance Risk Management And Compliance Microsoft Operating Systems Online Communication De-escalation Techniques

Other Skills

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Internet Research
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Calmness Under Pressure
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Non-Verbal Communication
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Questioning Skills
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Professionalism
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Active Listening
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Multitasking
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Adaptability
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Teamwork
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Personal Integrity
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Empathy

Roles & Responsibilities

1+ years of related experience
Excellent listening skills with proficient verbal and written communication
Strong computer skills with experience in Windows environment and using the internet and databases to respond to member needs
Self-starter who can learn quickly, work independently, and is coachable with clear and open communication

Requirements:

Provide omnichannel assistance to members by gaining in-depth knowledge of all credit union departments (online banking, payments, debit card issues, etc.)
Deliver consistent positive member experiences through active listening, de-escalation, and knowledge of Connexus products, services, and processes
Maintain trust and protect member information and assets by adhering to risk mitigation procedures and privacy standards
Meet performance metrics such as number of interactions, QA scores, and maintaining complete and accurate case notes and call history; participate in projects to support the organization’s vision

Connexus Credit Union

Financial Services

About Connexus Credit Union

Serving more than 445,000 members nationwide, Wausau, WI-based Connexus Credit Union is a member-owned, not-for-profit financial cooperative with over $5.2 billion in assets and more than 670 employees. We proudly give back to our members through high yields on deposit products, competitive loan rates, and minimal fees. We’ve been nationally recognized for excellence by Forbes Advisor, NerdWallet, Kiplinger, and Bankrate. Our organizational values of Integrity, Respect, Synergy, Transparency, and Wellbeing, influence all we do. Whether it’s an email from one employee to another, helping a member in a branch, or volunteering in one of the many communities we serve, we interact with dignity, kindness, and professionalism. We strive for transparent, honest dialogue and highly value the collective power of our team. Our vision is to be a nationally relevant, trusted credit union, providing exceptional experiences and fostering prosperity for those we serve. We strive to earn and maintain our members’ trust and ensure they feel supported and appreciated at every touchpoint. We also support our communities through our philanthropic program, Connexus Cares. Founded in early 2019, Connexus Cares has already donated over $10 million to charitable organizations nationwide.At Connexus, we’re dedicated to sustainable growth while delivering exceptional experiences. We do this, in part, by fostering a culture that values employees as our most important asset.We’re excited to remain at the forefront of the credit union movement as we continuously demonstrate our values, embrace our digital future, and strengthen our national relevance. Please explore all Connexus has to offer at ConnexusCU.org.

Company type: SME

Industry: Financial Services

Founded: 2018

Company size: 501 - 1000

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Job description

Connexus Credit Union - Who We Are:

Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates on our loans. We are a remote first employer with the majority of our employees residing in the upper Midwest.

As an employer we foster collaboration and high performance to achieve excellence. We holistically care for and develop our employees to thrive personally and professionally. We are proud to share our success with our employees and those we serve.

Connexus offers an Amazing Benefits package:

20 days of paid time off and 10 paid holidays
16 hours of paid Volunteer Time Off
401K Retirement with up to 6% employer match
Excellent Health, Dental, Vision insurance, including multiple plan options
Health Savings Account with generous employer contributions
Employer paid Life insurance, Short-Term and Long-Term Disability
Tuition Reimbursement from $4,000 - $7,000 per calendar year
Robust Learning and Development program that includes an annual professional development stipend

About the Role:
Our Member Contact Center Consultants work in a fast-paced environment and are our frontline contact for members or individuals calling Connexus. We strive to provide best in class service on every single call with a focus on a one call resolution. If you have a hunger to learn, a desire to help others, and thrive in change, join our team for the opportunity to be your personal and professional best.

Our Member Contact Center Consultant position requires a total of 40 hours per week. This position will have the following weekly schedule: Monday - Friday, 9:30am - 6:00pm. All times are listed in CST.

Responsibilities:

Provide omnichannel assistance to members and potential members by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.
Ability to create consistent positive member experiences through active listening, de-escalation skills, and knowledge of Connexus products/services/processes.
Maintain trust and integrity by ensuring members' information and transactions are held in confidence, safeguard members’ assets through strict adherence to risk mitigation procedures.
Ability to meet performance metrics - including but not limited to number of interactions with members, Quality Assurance, complete accurate case notes of member interactions and call history.
Initiate, lead or participate in organization and/or department projects that help achieve our organization’s vision.
Ability to find opportunities to build trusting relationships through individualized and best in class member support within an omnichannel experience by educating members on products and services.
Volunteering and offering assistance as needed while achieving daily metrics/expectations through well-defined multi-tasking skills.
Take initiative for your personal development and stay informed on current credit union processes/procedures.
Identify and render the best service possible to all members including the ability to interact with other departments within the organization to answer questions.

Position Requirements:

This position is Remote.
1+ years of related experience Required.
Follows established routines under close supervision.
Self-starter with a strong desire to learn and work independently.
Excellent listening skills complemented by proficient verbal and written communication.
Ability to ask probing questions to fully comprehend and support member questions and concerns.
Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience.
Ability to follow procedures, policies, and regulations.
Strong computer skills, experience working in a Windows environment, using the internet and databases effectively to respond to members needs over the telephone or via electronic communications.
Coachable, engage in clear and honest dialogue, welcoming open conversations through the exchange of ideas and solutions.

Connexus Credit Union's Employer Recognitions: