Contact Center Quality Analyst, Sr. jobs in Alaska

Under general supervision, is responsible for assisting the management team with day-to-day activities of the department. Responds to member inquiries and performs a variety of services for members and staff.      

Responsibilities: 

• Subject matter expert guiding other reps through the resolution process.
• Assist with escalated calls to resolve conflict when dealing with member issues/complaints.
• Assist with initiating and responding to members and non-members request via the telephone and internet on all products and services.
• Assist in educating members on all products and services offered by Nuvision Federal Credit Union and its partners.
• Assists with processing consumer loan applications and provides status to members.
• Assists with researching/resolving problems/questions/ perform necessary adjustments/corrections on member’s accounts, for staff and members.
• Assist with member by opening account relationships, i.e.: Loan Applications, Certificates, IRA’s, Sub-accounts, etc.
• Assist with Card Support Transactions, including trouble shooting card related problems, issuing plastic and overriding transaction holds.
• Mentors new and seasoned staff.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Maintains member and other sensitive information with confidentiality.
• Treats all co-workers and members with respect.
• Other related duties as assigned.

Qualifications:

• Two to three years financial institution experience or job related training is required with at least 1 year being in a contact center environment.
• Comprehensive knowledge of products and services.
• Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
• Strong interpersonal and consulting skills. 
• Excellent written and verbal communication skills.
• Must be able to handle multiple priorities.
• Must be able to deal with constant interruptions.
• Must be able to handle difficult/irate escalated calls.
• Must have excellent hearing in order to respond to caller’s requests.
• Must have the ability to deal with a constant influx of telephone calls.
• Position requires the ability to interface with people in a positive manner.
• Must be able to communicate effectively with members, management, and co-workers.
• Must have aptitude from problem solving.
• Strong proficiency with PC and Microsoft applications such as Outlook, Word and Excel
• Bi-lingual in Spanish preferred.

Education: 

• High School diploma or GED

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement

Covid-19 Precaution(s):

Remote Interview Process (some positions vary)

In-Person Interview required for Front-Line Positions

Social Distancing and Mask Guidelines in place