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Information Center Specialist, Lowell, Full-Time

Company: Digital Federal Credit Union / DCU
Location: Lowell
Posted on: November 22, 2021

Job Description:

Schedule:3 Days 9-6 or 8-5, 2 Days 12-9 or 11-8, Alt Sat 9-3 (40 hrs.)Summary:Provide internal and external members with quality service through various communication channels, including phone, email, web chat and social media. Accurately process transactions and other member requests in a timely manner. Understand and explain all DCU products and services, identify members' needs, and cross-sell appropriate products.Essential Functions:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Provide Service Excellence to both external and internal members. Meet service expectations as outlined in the 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 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 staff and staff in DCU's 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
  • 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.Job Competencies:
    • Communication
    • Conflict Management
    • Member Focus
    • Decision Making/Problem Solving
    • TeamworkEducation and Experience Requirements:
      • High School diploma or equivalentAdditional Eligibility Requirements:
        • Strong interpersonal skills
        • PC Skills
        • Ability to multitaskSupervisory Responsibility:This position has no supervisory responsibilityWork Environment:This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier/scanner, filing cabinets, and fax machines.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.Travel:NoneService Excellence: The DCU Way:All employees are expected to provide service excellence the "DCU Way" through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCU's culture:
          • People come first
          • Do the right thing
          • Make a differenceBank Secrecy Act (BSA):All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.We are proud to be an EEO/AA employer M/F/D/V.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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 / DCU, Lowell , Information Center Specialist, Lowell, Full-Time, Other , Lowell, Massachusetts

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