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eSupport Associate

Company: First Tech Federal Credit Union
Location: Rocklin
Posted on: January 12, 2021

Job Description:

Our Contact Center, based in Rocklin, California, is looking for engaged and independent professionals to help our members achieve their financial goals. As an eSupport Associate, you will be part of a dynamic team and work in a fast-paced environment where you support our members via email and assist with a variety of banking needs; including account inquiries, loan support, and cross-selling credit union products and services.Here's what you can expect from the job and what you need to be successful:Job Duties* Answer member emails received through secure message channel and perform financial transactions, including* Fulfilling servicing requests* Discovering opportunities to cross-sell* Supporting digital questions around mobile and on-line banking* Act as the intermediary between back office/support teams and the member to ensure their needs are met and resolved, this could include addressing multiple requests in a single email* Maintain up to date knowledge of all credit union products and services* Partner with internal and external customers to troubleshoot and resolve complex inquiries* Actively practice and engage in change management on a daily basis* Meet and exceed quarterly sales objectives and email efficiency metrics* Adhere to attendance requirements and operational guidelines to ensure a positive team and member experience* Proactively engage appropriate team member(s) or leaders for issue resolution and ongoing training support* Provide first contact resolution and build lasting member relationships through exceptional serviceEssential Skills* Minimum 1 year of previous experience in a high volume, energetic service and sales environment required; previous experience in a call center preferred* Aptitude for learning a variety of computer systems and using technology to solve complex issues* Exceptional time management and organizational skills in a structured work environment* Strong written and verbal communication skills with a focus on empathy and professionalism* Ability to deescalate calls and think critically to address each member's unique needs* Intermediate level experience with Microsoft Office suite, including Word, Outlook, and Excel required* Proficiency in basic mathematics, ten-key, and calculator* Fluency in Spanish a plus - reading, speaking, and writingLocation: Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.Schedule: 40 hours per week including Saturdays and Sundays; shifts are between 5AM-9PMFirst Tech is not currently offering Visa sponsorship for this position#LI-EKFT123BehaviorsPreferred* Enthusiastic: Shows intense and eager enjoyment and interest* Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done wellMotivationsPreferred* Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals* Self-Starter: Inspired to perform without outside helpEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: First Tech Federal Credit Union, Rocklin , eSupport Associate, Other , Rocklin, California

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