Call Center Specialist - UW Credit Union

Our vibrant Call Center (internally known as the Member Solutions Center) is growing, and we are thrilled to announce opportunities for dynamic individuals to join us as a Member Solutions Center Specialist! Step into our modern, cohesive, and high-energy Member Solutions Center - a place where work is fun, and innovation is celebrated. 

Working side by side with a dynamic team of 100+ individuals, including a tenured and supportive manager group, your day will be filled with providing solutions to our rapidly growing community of 300,000+ members. At UW Credit Union, we're not just 'here for every you', we're 'everywhere you are!' Even if a member can't make it to a branch, our Specialists ensure they receive exceptional service!

Why choose us? Picture launching your career with a robust, supportive, and community-driven organization. The possiblities are endless - apply to this position today!

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a 2023 Top Workplaces USA and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5+ days annual paid time off
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Discounted Bublr membership
• Free bus pass
• Employee Assistance Program
• And more!

What You'll Do

• Demonstrate results within the MSC Specialist scorecard, consisting of a balance between operational efficiency, interaction quality, leads, and referrals.
• Handle member interactions via phone, with an emphasis on providing excellence member experiences with an acceptable level of baseline credit union knowledge and expertise     
• Demonstrate efficient and proper use of resources, including an internal knowledge base, as well as support department outreach. 
• Analyze member needs and make personalized recommendations of products and services, including self-sufficiency service options.
• Efficiently and accurately resolve member inquiries and trouble shoot issues through proficient use of tools, resources, and use of appropriate support departments.
• Demonstrate sound judgement in handling member requests and exceptions.  Offer solutions that resolve our members concerns and needs whenever possible.
• Compose accurate and informative Interaction History notes and documentation to concisely convey the member experience.
• Communicate complicated information simply and without the use of jargon, ensuring that the solution is easy to understand.
• Demonstrate positive problem-solving skills to effectively resolve member concerns and issues
• Maintain awareness of team performance and take initiative or action when needed
• Demonstrate strong working relationships with fellow MSC staff, and other groups within the organization, to ensure efficient and effective problem solving and issue resolution

These skills and experience are essential to your success:

• Ability to work on-site with the possiblity of hybrid during the duration of employment
• 8 months to 1 year of experience in a financial institution, contact center environment, or customer service environment required
• Associates degree in Business, Technology, or related field required/or equivalent work experience
• Proficiency with Microsoft Office products.
• Familiarity with major web browsers and operating systems.
• Ability to adapt to & discuss complex digital tools & technologies

This training class is anticipated to start on November 11th:

• Classroom training for the first 12-weeks of employment
• Continuous learning and development opportunities including but not limited to transparent dialogs, resources, tools, and technical learning modules

Extension of hours:

• We will be extending our Member Solutions Center hours. These hours will be between 7am-6:30pm Monday-Friday, 8am-4pm Saturday and Sunday morning to early afternoon.
• We will work with you on a rotational schedule during these hours, not to exceed 40 hours
• We honor working from home during weekend shifts based on performance

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.