Senior Support Specialist / Member Engagement Center
Are you ready to join a team that is committed to hardworking Kentuckians?
If so, Abound Credit Union might be the place for you!
We are driven by our selfless dedication to members and community. We create a connected, learning-driven, and fun environment that fuels our passion to inspire financial wellness. We do that by sharing our knowledge, strength, and accessibility to provide market-leading value that makes more possible for our members.
Here at Abound Credit Union, culture is a big deal. We roll up our sleeves each day to make this an awesome place to work. We want to bring great things to our communities, be awesome to each other, ready for whatever comes our way, and are hungry to learn and grow as people and professionals. Our best is built from the inside out.
The primary role of the Senior Support Specialist at the Member Resource Branch (MRB) is to assist the team with day-to-day call center operations. The position is responsible for providing agents with advanced support for CU products, services, and call center KPIs. The candidate will possess advanced member service skills, advanced problem-solving skills, and the ability to effectively communicate with members, managers, and team members. This position will be responsible for assisting call center operations within MRB, handling research and corrections, suggesting improvement to daily procedures and policies within the team. This position will also support the call and branch quality program
What You’ll Do:
- Manage the day-to-day operations for channels within MRB including via phone, chat, and e-service mediums. Serve as Subject Matter Expert in assisting agents with call-related questions/concerns.
- Monitor call center staffing and volume to ensure adequate staffing throughout the day. Manage break schedules to ensure schedule adherence.
- Support the branch quality program within MRB including Certificate reviews and assisting with follow-up for the branch’s weekly QA corrections.
- Serve as first line support for member escalations. Ensure members’ concerns are addressed and provides first level source of assistance and review of policy questions.
- Operates member resource center workstation, answering calls, providing information, and processing transactions as requested by members. Cross sells Credit Union products and services.
- Acts in capacity of Assistant Branch Manager on limits and weekend rotation responsibilities.
- Assist in the training of call center representatives with cross-selling skills to promote credit union products and services as appropriate. Consistently maintain and improve call center specialist skills and knowledge for efficient service delivery and high-quality member service.
- Able to communicate effectively with the team and other departments in person, over the phone, through email, messaging, and meeting participation. Navigates multiple systems with ease. Proficient in the Microsoft suite of products. Tech Savvy with ability to manage multiple online programs and inboxes.
- Supports and assists with Agent II roles and responsibilities including but not limited to: New Account opening, ticket completion, Training/Mentorship, secure messaging requests, team quality support, chat support, multi-channel support, and Subject Matter Expert duties.
- Ensures the Credit Union member and employee related business is kept in the strictest confidence.
Performs other duties as assigned. The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time
**Full job description will be provided if you are selected for an interview.
What We Need:
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- Extensive knowledge of Credit Union products and services. Effectively and competently meets all requirements of the MRB Agent II or MSR tract.
- Ability to effectively communicate Credit Union ideals and programs to cross-sell and train staff members.
- Self-motivation, enthusiasm, engagement, and a willingness to support others within the Credit Union.
- Professional, well-developed interpersonal skills necessary for servicing credit union members and projecting a positive image as a representative for the credit union.
- Knowledge of loan application procedures.
- Ability to maintain quality member service functions.
Our Benefits:
- Great Salary
- Pension
- Health, Dental, Vision and Other Insurance Coverage
- Paid Personal Time Off
- Paid Holidays
- Life Insurance
- Short and Long-Term Disability
- 401(k) with matching funds
- Tuition Reimbursement
- HSA, FSA, and Dependent Care Spending Accounts
Salary Info:
$22.26 - $27.82/ hour
Skills Required
- Extensive knowledge of credit union products and services
- Meets all requirements of the MRB Agent II or MSR track
- Advanced member service and problem-solving skills
- Effective communication skills for members, managers, and team members
- Knowledge of loan application procedures
- Proficient in Microsoft suite of products
- Ability to train and coach call center representatives and support cross-selling
- Maintain confidentiality of member and employee business
What We Do
Abound Credit Union, formerly known as Fort Knox Federal Credit Union, is a full-service financial institution based in Kentucky. It provides a comprehensive range of personal and business banking solutions, including checking and savings accounts, as well as various loan products, to help Kentucky families thrive. The credit union currently serves over 115,000 military and civilian members through 18 different locations.
