Contact Center Quality Manager jobs in Bloomington, IN

Thank you for your interest in a career with Centra.  A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our communities.  Centra was established in 1940 and is headquartered in Columbus, Indiana.  Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States.  Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY and Whitakers, NC.  Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in achievement of results, and the opportunity for growth with the Centra Family.  Credit Unions are Not for Profit, Not for Charity, But for Service.  If these are the things that matter to you then please read on, we look forward to hearing from you.

Centra Credit Union has an exciting opportunity as a Full Time onsite Contact Center Representative, in Columbus, IN. 

The minimum starting wage for this opportunity is $22.15 per hour.

The Contact Center Representative is responsible for welcoming and engaging in meaningful conversations with our Member base and creating value while completing transactions with high accuracy. A Relationship Representative will develop to a high level of competency in educating and advising on financial solutions through products and services based upon Member needs and goals. This position is actively involved in incoming and outbound Contact Center calls and Retail Operations while adding value and executing on Centra Strategy and contributing to the safety and security of the Centra and Members in compliance with policy and procedure.

The position has a Learning Path to develop and grow their skills while transitioning from a Contact Center Representative I through Contact Center Representative III role. Team Members can reside in a Contact Center Representative III role or continue to pursue further development in Retail Operations or another career path.

ESSENTIAL FUNCTIONS:

This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform.

• Creates value by actively engaging Member during account transactions while educating and advising Members on Credit Union products and services. Transactions include deposits, withdrawals, transfers, and loan payments.
• Performs Member account maintenance, telephonic inbound/outbound calling with Members and engages in Member outreach activities to build Member relationships through value added promotion of products and services and in support of the Member feedback program.
• Applies useful knowledge on all products and services to assist Members. This includes troubleshooting Centra Phone, Website, Billpayer, Debit/Credit Cards issues, and Mobile Banking.
• Ensures financial literacy and applies expert knowledge and awareness of all Centra products and services. 
• Engages with Members in problem solving for their financial needs.
• Engages in value creating initiatives and tactics set forth by Retail Leadership. 
• Maintains ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new developments, changes, or other important information discovered via Member engagement. 
• Effectively uses non-call time to create value through activities such as providing Member services with Interactive Teller Machines or Retail operational needs.
• Engages in required Learning Path for continued development and growth within the specified timeframes.

EDUCATION & EXPERIENCE – (Equivalent combination of Education & Experience will be considered.)

• High School Diploma or General Education Diploma (GED)
• Under one year of similar or preparatory experience.

Note:  Hours of Operation are 8AM-6PM Monday thru Friday and Saturday 8:00AM to 2:00PM.

Centra is an Equal Opportunity Employer.