Full Job Description
As an employer, BCU models the dynamic assets of a top workplace, including confidence in company leadership, competitive compensation and benefits, employee development, workplace flexibility, and a passionate employee culture supporting a unified vision.
At BCU, you'll have a career in a growing organization and an environment that supports your professional and personal growth. For these reasons, BCU has been chosen as a Chicago Tribune Top 100 Workplace and a certified Great Place to Work.
Visit the link below to learn more about #LifeAtBCU:
https://players.brightcove.net/3101254895001/default_default/index.html?videoId=6013229634001
Summary:
Located in our Corporate Headquarters, The MR team consists of individuals who support and drive our motto, “Here Today For Your Tomorrow”. We are looking for people like you who can handle the empowerment of decision making, while staying cool in the times of stress. A typical day will include going the extra mile to resolve member questions, while educating folks on easy self-driven options available in our mobile or online banking tools. Simply put, you get to help our members fulfill their financial needs.
Essential Duties and Responsibilities:
Service 50-100 first tier incoming member contacts daily, including general member inquiries, account research, fraud and disputes or as assigned Support multiple service channels including phone, chat, secure messaging, and video. Develop and display a complete understanding of all required Visa, governmental, regulatory, and departmental policies, procedures, and compliance guidelines, particularly those pertaining to customer verification Deliver on a first contact resolution experience by using all resources, including our process knowledge repository, self-servicing tools and available surrounding support Demonstrating problem solving and process improvements skills, to reduce member effort and improve our business best practices Based on member need, promote the adoption of or conversion to available credit union products and services Own the ability to quickly adapt and support new strategies, tools and tactics to better service our members Build strong internal partnerships with management and peers in contributing to a productive and quality team environment Meet or exceed all key performance production and quality experience goals, completing all assigned work with accuracy as established by BCU guidelines and training Other duties as assigned
Qualifications:
High school diploma or equivalent
Minimum 1 year of customer service experience
Demonstrated ability to embrace empowerment of decision making
Aptitude for solving problems
Demonstrated ability to think on your feet
High energy, self-starting and coachable individual
Demonstrated verbal, written and active listening skills
Demonstrated ability to work within regulatory and departmental policies
Demonstrated ability to pay attention to detail in fast paced environment
Demonstrated ability to adapt to changes in strategies, tools or tactics
Desire to form and make business improvement recommendations
Proven candidate in building strong internal peer and team partnerships
Demonstrated ability to meet established performance goals consistently
Proficiency in basic Microsoft office products
Preferred
College degree
Bi-lingual Spanish speaking
Demonstrated aptitude for online, mobile and desktop technologies
BCU Shared Values. We act with INTEGRITY. We follow the golden rule without exception. We display COURAGE in our convictions. We drive innovation, reaching beyond boundaries and thoughtfully explore new horizons. We excel through COLLABORATION. By working as one, sharing information and seeking solutions, we deliver exceptional outcomes. We WOW our Members. We focus intensely on putting the member first, delivering extraordinary experiences that create lasting relationships inside and outside the organization.
Life at BCU. With a culture built off relationships and referrals, we’re committed to creating the best work environment possible. From our casual dress code to flexible work arrangements, we’ve created a unique culture that supports a healthy work/life balance. For this reason and more, BCU has been chosen as a Chicago Tribune Top 100 Workplace. #LifeAtBCU
Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy
Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to ********** and let us know the nature of your request along with your contact information.
