Job description
Connexus Credit Union - Who We Are:
Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates for personal, home, and auto loans. From its early beginnings on through the years, Connexus has remained a strong, growing, and secure financial institution that remains committed to serving the financial needs of our member-owners across the country.
A Values-Based Culture:
Our Values of Integrity, Respect, Transparency, Wellbeing and Synergy aren't just words on a page; our values dictate the actions of the organization and everyone within it. We demonstrate our values in every personal interaction, phone call, and email ‐ every day.
Serving members across all 50 states, Connexus Credit Union is a member-focused cooperative that is proud to return profits to member-owners through high yields for checking accounts and deposit products, as well as competitive rates for personal, home, and auto loans. From its early beginnings on through the years, Connexus has remained a strong, growing, and secure financial institution that remains committed to serving the financial needs of our member-owners across the country.
A Values-Based Culture:
Our Values of Integrity, Respect, Transparency, Wellbeing and Synergy aren't just words on a page; our values dictate the actions of the organization and everyone within it. We demonstrate our values in every personal interaction, phone call, and email ‐ every day.
Position Responsibilities:
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Maintain a highly motivated, well trained staff by communicating job expectations and providing the knowledge, tools and performance feedback to be successful
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Identify, design and implement processes, procedures, and improvements that better support members and/or employees across the credit union
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Evaluate the job performance of assigned Consultant’s to ensure quality of work and service to members
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Assist in work schedule monitoring to ensure adequate staff is working to support member calls, voice mails, emails and online chat
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Handle escalated calls with members while demonstrating grace and professionalism
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Assist members and potential members through various communication channels by acquiring in-depth knowledge of all credit union departments, including online banking, payment options, debit card issues, etc.
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Ability to meet performance metrics and maintain data for the department
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Provide ongoing training and support to Member Contact Center Consultants for both new hires and existing employees
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Conduct quality assurance reviews through live or recorded calls; provide feedback as needed
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Lead department meetings; provide input on projects/direction and deliver trainings within the department and Connexus as a whole
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Maintain trust and integrity by ensuring members' information and transactions are held confidential
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Ability to find opportunities to enhance relationships by educating members on products and services
Position Requirements:
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This position is remote
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Bachelor’s degree or commensurate experience required; financial industry experience preferred
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3+ years of previous work experience in a customer service or call center environment required
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Ability to take data/information and create a story using MS Office products; present in front of an audience of employees, peers and/or management - as required
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Ability to provide ongoing support to other individuals on the team, by exemplifying leadership
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Excellent listening skills complimented by proficient verbal and written communication
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Strong organizational and effective time management skills
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Ability to multi-task and maintain composure under pressure while maintaining the utmost professionalism and providing a positive member experience
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Detail-orientated focus in a fast paced environment with an optimistic disposition
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Demonstrated experience of dependability, adaptability, and ability to work well with peers and management
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Strategize and analyze processes and find efficiencies with a problem-solving philosophy to improve operations as well as member and employee experience
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Strong computer skills, experience working in a Windows environment, using the internet and databases to respond to members needs over the telephone of via electronic communications
Connexus offers employees a comprehensive benefits package that includes:
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Five weeks of paid time off
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Seven paid holidays
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Sixteen hours of volunteer time off
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Health, Dental, Vision insurance
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Health Savings and Flexible Spending Accounts
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Life insurance, Short-Term and Long-Term Disability
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401k retirement with company match
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Employee Assistance Program
Connexus Credit Union's Recent Recognitions:
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2022 Best Credit Union – Bankrate
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2022 Best Checking Account – Forbes Advisor
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2022 Best Credit Union in the U.S – Kiplinger
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Fourth Largest Credit Union in Wisconsin (by asset size)
Equal Opportunity
Employer/Disabled/Veterans/41
CFR 60–1.4, 41 CFR 60-1.35
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