Contact Center Consultant

POSITION SUMMARY: As a member-owned financial cooperative, we are passionate about providing personalized financial solutions where relationships matter and members of the community are treated with dignity and respect. In the Contact Center, this is achieved by consistently committing to the Meritrust Core Values and delivering excellent member experiences through every interaction. Location: In-person is an essential expectation for this role to maintain member information security, create better member experience by ensuring employees receive immediate feedback on calls and to enable IT to limit interruptions to service with phone connectivity and internet coverage. 360 Interlocken CO, 151 Main St. Meritrust Center, KS. Work Hours: 9:00 AM – 5:35 PM M–F, plus rotating Saturdays; hours may change according to the organization or department business need. We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box. When you join the Meritrust team, your benefits will include: - Comprehensive medical insurance plan - Dental and vision insurance - Generous paid-time-off - 12 paid holidays - Annual bonus (discretionary bonus based on achievement of organizational scorecard results) - 401(k) plan - Wellness program - Tuition assistance - Employee loan discount - Employee Assistance Program (EAP) - Life and disability coverage What sets working for Meritrust apart? - Career development and pathing opportunities to move into leadership roles or other lines of business within MCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more. - Supportive and engaging work environment. - A wellness and sustainable work culture that puts family, our community, and your health first. - A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally. - Studies have shown that individuals from marginalized and or historically underrepresented groups may be less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job. We would encourage you to apply for a job at Meritrust Credit Union, even if you don’t meet every one of our qualifications listed. ESSENTIAL FUNCTIONS: - Present a positive image of the Credit Union by acting with integrity and focusing on delivering excellent member experiences. - Maintain confidentiality in all Credit Union and member matters. - Present a positive, successful image of the credit union through a professional appearance and courteous attitude. - Follow safety and security policies and regulations. - Thoroughly research member relationships to evaluate how Meritrust can better serve them. - Actively promote and educate callers about Credit Union products and services through phone contact within the guidelines of the established quality program. - Troubleshoot and resolve account-related issues such as deposits, withdrawals, transfers, ACH disputes, stop payments, and address changes. - Receive and respond to member complaints, ensuring timely resolution. - Handle high-priority requests, wire transactions, and loan payments. - Collaborate with other departments to resolve complex issues. - Use CRM systems to send referrals, cross-sell opportunities, and meet and/or exceed set performance goals. - Update member information to ensure accuracy. Create a climate where callers feel valued and respected. - Use time effectively – is creative and adept at utilizing small blocks of off-phone time within established guidelines. - Perform account maintenance. - Perform research and make corrections and/or refunds on accounts when necessary. - Understand, educate and assist members with Mer…