Call Center Consultant
Start a Rewarding Career with Alliant:
The Call Center Consultant is responsible for providing consultative service and support to credit union members via the Member Contact Center (telephone). Work involves moderate difficulty in processing financial transactions on member’s accounts, resolving member issues, evaluating and identifying the member’s financial needs with the aid of cross-sell triggers, and originating new accounts or making targeted referrals to internal business partners that result in deeper relationships, high levels of member satisfaction, and increased sales for the Credit Union.
Location: Rolling Meadows, IL
Responsibilities:
Service Delivery & Relationship Development:
- Independently handles routine and more complex member inquiries with a goal of first-point-of-contact call resolution and limited escalation. Processes financial transactions on member’s accounts: wire transfers, telephone-based payments, funds-transfers, account disbursements, and product and service maintenance.
- Review, qualify, open and close deposit accounts and ATM/debit cards
- Decision fee-refunds within defined relationship parameters.
- Assist management in identifying opportunities to increase service quality and escalates high-level member issues and concerns to internal business partners.
- Act as a member advocate at all times and consistently meets or exceeds individual member satisfaction targets within department.
Sales:
- Responsible for meeting and exceeding individual and team relationship sales targets.
- Identify and evaluate member’s financial needs from members within the Sales Tracking and Referral System and recommend the appropriate product solutions and services using needs-based sales techniques.
- Make consumer loan, mortgage, and investment referrals to internal business partners that result in increased balance growth. Participate in targeted product campaigns and achieves individual product sales targets for deposit accounts and VISA originations.
Project Support & Special Initiatives:
- Supports internal testing of product and system enhancements.
- May provide back-up for other Front-Line channels, including branch service and business development events.
- Participate in employee focus groups. May assist in the training and on-boarding of newly-hired Member Benefit Specialists.
- As needed, support frontline activities i.e. responding to branch inquiries; taking member calls, etc.
Qualifications:
- High School graduate (college preferred) and minimum two to three years’ experience in banking or customer service; or an equivalent combination of training and experience.
- Previous experience working in a financial institution preferred.
- Basic math skills and good computer knowledge including typing skills required.
- Excellent verbal and written communication skills.
- Must demonstrate a professional phone manner and the ability to work independently.
- Comfortable working a restrictive environment requiring extended periods of time at a fixed work position.
- Secondary language skills desirable.
Alliant Credit Union is proud to be an EEO/AA employer.
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