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Information Center Specialist III - QA

Company: Digital Federal Credit Union
Location: Marlborough
Posted on: April 11, 2021

Job Description:

Mon-Fri 3 days 9-6/2 nights 12-9, Alt Sat 9-3 (40 hours) Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide Service Excellence to both internal and external members. Meet service expectations as outlined in 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 DCU 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 and staff in 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
  • Loan Origination Team:
  • Obtain Lending Authority by completing required training and actively particpating in the Underwriting Training process. Underwrite loans within established guidelines
  • Proficiently process consumer loan, home equity and mortgage applications
  • Make cross sales when appropriate for additional consumer loans, GAP, Payment Protection, MBI, and other DCU products and services as applicable
  • Efficiently handle all contacts related to new loans, from application to determining if a member is ready to book their loan
  • Maintain compliance with required consumer loan and mortgage regulations and internal policies and procedures
  • Become registered through the Nationwide Mortgage Licensing System
  • Quality Assurance:
  • Objectively review, score and coach staff on historical or live phone, email and web chat contacts
  • Provide Information Center Management with feedback on trends in contacts and identify training needs for existing staff
  • Work with Team Leaders and Managers to calibrate evaluation of contacts based on Service Excellence Scorecard
  • Workforce Management:
  • Assist with scheduling, reporting, analyzing data and other workforce management related duties, as assigned
  • Track department wide and individual performance related to contact center metrics
  • Monitor real time contact center performance and make necessary adjustments to help achieve service objectives
  • Support other areas of the credit union with workforce management duties, as needed
  • Perform other job-related duties as assigned by Managers(s). Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
    • Communication
    • Conflict Management
    • Member Focus
    • Decision Making and Problem Solving
    • Teamwork
    • Coaching
    • Developing others
    • Planning and Organizing Education and Experience Requirements:
      • High School diploma or equivalent
      • Prior contact center experience preferred Additional Eligibility Requirements:
        • Strong interpersonal skills
        • Excellent verbal and written communication skills
        • Strong technical skills, including proficiency in MS Office programs and other contact center systems
        • Ability to multitask
        • Organizational and Time Management skills We are proud to be an EEO/AA employer M/F/D/V 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)

Keywords: Digital Federal Credit Union, Boston , Information Center Specialist III - QA, Other , Marlborough, Massachusetts

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