Schedule
Monday – Friday 8:45-5:45 w/ day off during the week and every Sat 8-4:30
What You?ll Do
Summary/Objective:
Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members? needs, and cross-sell appropriate products.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the Service Excellence Scorecard
? Meet expectations for all contact center related statistics, including but not limited to measurement of Available Time, Schedule Adherence, AUX time and After Call Work
? Help to meet the financial needs of new and existing members by building strong relationships and recognizing potential referral opportunities and successfully completing qualified referrals of products and services
? Participate in performance development by being receptive to constructive coaching feedback from Team Leaders, Managers and Peers
? Foster teamwork and strive to strengthen relationships between the Information Center staff and staff in DCU’s support departments
? Accurately process transactions, file maintenance and all other member requests
? Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center and/or other areas of the Credit Union
? Perform other job-related duties as assigned by Managers(s).
What You?ll Need
? High School diploma or equivalent
? Minimum 6 months call center, banking, or retail customer service
? Strong interpersonal skills
? PC Skills
? Ability to multitask
? Spanish Speaking a plus
What We Do
DCU is the largest credit union headquartered in New England ? serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.
DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
If you?re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The 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)
