Job Description

Schedule

Monday - Friday 11a-8p, Saturday 10a-7p with a comp day during the week.

What You’ll Do

Objective:

Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members’ needs, and cross-sell appropriate products.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the Service Excellence Scorecard
• Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work
• Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services
• Participate in performance development by being receptive to constructive coaching feedback from Performance Leads, Assistant Managers, Managers and Peers
• Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU's support departments
• Accurately process transactions, file maintenance and all other member requests
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union
• Perform other job-related duties as assigned or requested.
• Complies with regulatory compliance and assigned training requirements.

What You’ll Need

Education and Experience Requirements:

• High School diploma or equivalent
• Minimum 6 months of call center or banking experience

Additional Eligibility Requirements:

• Strong interpersonal skills
• PC Skills
• Ability to multitask
• Spanish Speaking a plus

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance and a community that cares.

DCU is an equal-opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

DCU is not currently offering Visa transfer/ sponsorship for this position.

Excepted Pay Range

$20.50

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