York County Federal Credit Union, a community credit union since 1954, is in need of a Member Contact Center Specialist III to join in the excitement and growth of our Member Contact Center, located in our Biddeford branch just off of Route 111 and the Maine Turnpike.
The successful candidate will assist the Member Contact center Manager in the development and leading of a highly efficient service oriented staff. Together, you will model our brand and member philosophy. The position will consistently maintain a high-level knowledge of all products and services offered by our credit union and our business partners. Organizing workflow and ensuring that staff understand their duties or delegated tasks is a must. The position will provide a culture of ongoing and timely feedback to support performance and improvement for personal growth by offering assistance, guidance, and coaching support as needed. This is a traveling position to both Biddeford and Brunswick, 2-3 times weekly, based upon need. Two to five years of related experience preferred. Financial organization experience a plus.
Operational Member Service: Responsible for overseeing the daily operations in the absence of the department manager of the member contact staff while performing duties as needed. As a department leader, attend efficiently to member needs as part of the operations staff. Ensure a welcoming experience to our members on the phone, while offering consistent excellence in member service. Support the staff in a professional manner while encouraging them to work as a team for efficiency and a positive department environment. Support their needs as an individual, coaching them to grow in their position with independent thinking and problem solving techniques
Telephone Support: This position serves as the central landing area of all incoming telephone traffic. Member Contact Center Specialists will be expected to maintain excellent product knowledge to effectively service the majority of calls coming into the Member Contact Center including but not limited to performing transactions, handling balance inquiries, stop payment requests, debit card related maintenance, upselling products and services and effectively problem solving account related issues with a high degree of courtesy, promptness & accuracy. Responds to loan questions, electronic cash management payments, wire transfers & CD renewals, new product implementation & testing, e-services training other branches, error resolution, assists other CC Specialists with problem resolution.
Sales & Service: Supports and coaches staff on all credit union campaigns, making outbound service and sales calls and inactive account retention. Sales and service of our products is key to the success of this position and our organization. Full support of initiatives that could improve the member’s financial quality of life is an expectation to share with our members.
York County FCU offers competitive pay and a comprehensive benefits package. Qualified individuals interested in joining the team should apply here or send a letter of interest and resume to the address below. Review will begin immediately and continue until filled.
York County Federal Credit Union
1516 Main Street
Sanford, ME 04073
York County FCU is proud to be an Equal Opportunity Employer