Personal Banker Contact Center

Working in our contact center, you’ll help UNIFY’s credit union members safeguard their assets!

Whether you’re finding answers for our members (customers) quickly, discussing products and solutions with passion, or resolving issues with a smile (they can hear the smile even virtually), you will be delivering a complete member experience.

This role is an "in-office" opportunity.

At UNIFY, your efforts matter and are supported, because your success is integral in the overall success of the team.

What we need from you:

• A service mindset
• Thirst for knowledge and desire to grow
• Scheduling flexibility
• 6 months or more of customer service experience within a financial setting
• High school diploma or equivalent
• Computer experience, including ability to type documentation while listening and engaging
• High speed internet connection (>25mbps)

What you will get from us:

• Competitive pay: Base range $19-21 per hour
• A clearly defined career path with promotion opportunities based on your performance
• Robust training to prepare you for top tier performance (90 days)
• A leadership team committed to motivation and a positive environment
• Scheduling options that fit your work/life needs
• A culture of inclusivity and belonging
• A healthy benefits package, PTO, tuition reimbursement, and health and wellness incentives available.

Daily, you will

• Listen, solve and resolve members' issues regarding their existing financial products (Checking, savings, credit cards, loans, etc.)
• Provide solutions based on your training and available resources
• Build upon financial concepts and become a trusted expert
• Apply and explain your expertise to find solutions
• Find value in your ability to help

Overview:

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful

Summary:

• Provide Superior Service regarding all Credit Union services to members via telephone, in an accurate, timely, and professional manner.

Responsibilities:

• Answers and resolves member inquiries or complaints regarding Credit Union products and services through calls, escalating situations when required.
• Cross-sells products and services, explains features and benefits and offers alternative products or services as appropriate.
• Processes referrals through appropriate channels, based on the member’s financial needs.
• Establishes and maintains positive member service relationships and preserves and enhances the UNIFY brand.
• Receives and processes requests including, but not limited to disbursements, withdrawals, transfer of funds, data changes, check orders, stop payments, loan payments, and statement copies. Provides account information, and responds to product, operational, and policy inquiries.
• Will take member inquiries regarding Cards and Consumer Loans.
• May take handle inquiries via Chat or Email Channel, as trained.
• Remains up to date and informed on all Credit Union operations, products and services.
• Maintains quality and productivity levels, as established by department standards.
• Works collaboratively with others in department to build and maintain a strong cohesive team and achieve department objectives
• Interfaces with other departments as needed to assure that member needs are met and disputes are resolved in a timely manner.
• Maintains confidentiality of information as well as controls and protects sensitive information and material.
• Demonstrates knowledge and understanding of audit and compliance regulations related to operations.
• Ensures full compliance with UNIFY Financial Credit Union Service Standards, policies, procedures and the Bank Secrecy Act.
• Flexibility with work schedule required. Must be able to work any assigned shift in our 24 hour contact center, including holidays, based on business need.
• The position is subject to a shift bid. A performance based shift bid may be done as often as quarterly. Team members will receive at least two weeks’ notice and preferably one month notice of a new schedule.
• Performs all other duties as assigned.

Qualifications:

• Requires high school diploma or equivalent.
• Some college preferred.
• Requires a minimum of one years of related experience with resolving complex customer inquiries and complaints, preferably in a financial institution.
• Requires the ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, word processing software applications, spreadsheet software applications and the ability to communicate highly effectively, both verbally and in writing.
• Flexibility with work schedule is also required.

See the UNIFY Difference!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

An offer of employment is conditioned upon complying with UNIFY's requirements including, but not limited to, signing a consent to conduct a background investigation.

UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at www.unifyfcu.com

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