Omnichannel Consultant
Omnichannel Consultant
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Job Description
Omnichannel Consultant
Job Type: Full-Time
Exemption Type: Non-Exempt
Wage Amount: $20.99 Hourly Minimum
Great opportunity to join AFCU!
Essential Functions:
Fully assist members with requests through their preferred method of communication including but not limited to voice chat and video channels
Ability to seamlessly switch between communication channels depending on queue needs and/or when process and procedures require a channel switch or by member request.
Handle more than one concurrent member communication if channel supported and required due to volumes.
Proficient in guiding members through A electronic channels explaining features and preforming trouble shooting using all available tools.
Ensure proper identification of members through each delivery channel prior to releasing information or conducting transactions.
Ensures One Call Resolution provides member with exceptional service experiences by owning all member requests and following through as necessary to ensure the highest standards of personal care and service are provided.
Assist members with all AFCU products and services inquires which includes possessing a wide range and variety of products and service knowledge to properly explain and support members with all requests.
Educate/advise members regarding memberships accounts signors authorizations rate information product and service requests systems transactions by channel processing and/or error resolutions after completing necessary research.
Inform existing and prospective members of current promotions and new or updated products/services that fit their needs.
Answer questions regarding product and service types features benefits and functionalities of all to properly guide and resolve problems and issues.
Trouble shoot triage and resolve member urgencies requests and needs while identifying solutions and resolving service issues as necessary.
Utilize online account opening system to open various types of accounts for members offering products/services in order to increase services per retail household cross helps.
Attain and maintain the various systems used to properly serve all members research inquire view update change or edit as needed.
Use pleasant professional communications via voice chat and video to enhance the service experience by members to be seen as a trusted advisor building long standing relationships of trust.
Prepare and submit monetary transactions/transfer requests following appropriate procedures while protecting both the member and AFCU from potential errors omissions or losses.
Use systems to securely send appropriate requested documents to members for completion and ensure submissions as required.
Expected to reach and maintain a minimum of 75% success in established cross-help goal referrals and 80% success in quality assurance monitoring.
Reach and maintain success in meeting Contact Center productivity guidelines including schedule adherence off phone time and data integrity (Wrap Codes Sales Tracking Timecards etc.)
Ensure compliance of contact center security and safety needs
Complete required assignments for attaining maintaining and progressing knowledge and skill level.
Department Support/ Knowledge Sharing (One Team Atmosphere)
Promote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a One-Team atmosphere within the Credit Union.
Must maintain a high degree of knowledge of internal stakeholders departmental functions and key contacts for resolution to resolve member matters.
Attain and maintain knowledge of all credit union products and services through effective use of AFCUs intranet and other internal training systems training programs workshops and webinars as offered.
Attain and maintain various categories of current and potential scams to identify and mitigate potential loss or fraud on every call.
Be knowledgeable of various applicable rules and regulation requirements to properly assist members with various products and services processing and timelines of transactions opting members in and out of services and possess the knowledge to explain all requirements to members.
Specialized Functions
Troubleshoot and resolve digital/online issues by accessing members activity necessary channels and resetting or unlocking access viewing or logins as needed.
Process card program(s) requests for ordering blocking disputes inquiries transaction verifications and settlement and travel notifications.
Resolve and decision member inquiries within approved limits regarding funds availability/check holds and releasing balance/funds available holds. Conduct associated file maintenance changes in systems.
Process adjustments to credit union Member Rewards programs or accounts as needed.
Process fee reversals making sound decisions within approved limits to support member requests.
Miscellaneous
Schedule and conduct monthly individual dialogs with Manager.
Assist with department projects as assigned.
Participate in outside credit union sponsored activities and community/education events to increase credit union awareness.
This position may be eligible for Remote Work
Perform other duties as required or assigned
Job Requirements
Education and Experience:
High school diploma or GED equivalent required
Minimum of six months AFCU employment preferred or equivalent call center experience preferred
Knowledge Skills & Abilities:
Must be able to professional communicate through voice chat video and email
Strong working knowledge of the A website and mobile banking platform
Strong ability to multi-task
Creative problem-solving skills
Pass designated typing speed test
Pass designated grammar test
Skilled use of phone system computer and all related software.
Basic math/accounting skills excellent verbal and written communication skills research problem solving skills and dealing with potential conflict.
Ability to work independently and as part of a team with flexibility to adapt to change
Bilingual Spanish preferred
Desirable Traits:
Pleasant and professional appearance
Pleasant speaking voice
Good listening skills
Enjoys working with public using courteous professional approach.
Able to work flexible hours including Saturdays
Dependable
Independent worker
Organizer and planner
Possess decision-making abilities.
Versatile in all aspects of the CU
Physical Functions:
Full time employees must have the ability/stamina to work at least 40 hours a week
Part Time employees must have the ability/stamina to work at least 28 hours a week
Will frequently reach feel bend stoop carry finely manipulate and key in data
Must be able to communicate heavily through telephone e-mail and in-person communications
Must be able to engage in problem-solving skills to help identify and solve potential issues in the field
For information about our benefits please click the following link: Experience:
Contract
Employment Type
Full Time
Key Skills
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