Job Description

Join our team as a knowledgeable and passionate Senior Contact Cen ter Agent at IHMVCU ! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. We value strong interpersonal skills , i f you enjoy building connections and delivering excellent service, your skills will be a great match.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary of the Position:

The Senior Contact Center Agent is a first point of contact for our members, handling inbound calls and supporting a variety of inquiries and transactions. This role requires strong communication skills, a member- first mindset, and a solid understanding of Credit Union operations. Senior Agents actively promote products and services that meet members' needs while delivering exceptional service and building lasting relationships. They also serve as a resource for their teammates, assisting with escalated issues and contributing to process enhancements .

The successful candidate should have the following skills/qualifications:

• High School diploma or equivalent.
• Minimum 2 years ' experience in a Contact Center environment, preferably within a Credit Union or financial institution.
• Proficiency with telephony software, core banking systems, and CRM platforms.
• Proven success in meeting Contact Center performance metrics and KPIs.
• Strong ability to manage high-pressure situations and resolve conflicts.
• Excellent communication, problem-solving, and member service skills.

What are some of the responsibilities of a Senior Contact Center Agent ?

• Assist members with account inquiries, information on loans , online banking, and other financial needs.
• Resolve member issues efficiently, aiming for first-contact resolution.
• Build relationships and identify opportunities to match members with products and services that support their financial wellness.
• Accurately document member interactions and follow compliance procedures.
• Participate in meetings, training, and organizational initiatives.
• Stay current on policies, technology, and remote delivery options.
• Take initiative for personal development and skill-building.
• Serve as a subject matter expert and support other agents.
• Handle complex and escalated member calls professionally.
• Suggest process enhancements that support more efficient and effective service delivery.

Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits  . Final compensation will be determined by various factors such as experience, specific skills and internal pay equity.

• Outstanding training; We are committed to learning new skills and growing personally & professionally
• Competitive compensation
• 401(k) with company match and profit sharing
• Paid time off with paid holidays
• Life Insurance
• Paid Community Volunteering
• Education reimbursement
• Fitness reimbursement
• Health insurance including dental and vision
• Flexible Spending Accounts & Health Savings Accounts
• Employee Assistance Program (EAP)
• Access to fitness center

Move Up your career at IHMVCU with this great opportunity !

Physical Requirements:

• Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.

• Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

• Lifting Demands: Up to 10 lbs.

• Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

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