Member Contact Center Consultant (Fintech)

TL;DR

Member Contact Center Consultant (Fintech): Providing omnichannel support to credit union members with an accent on one-call resolution and positive member experience. Focus on resolving banking issues, safeguarding assets through risk mitigation, and meeting strict quality assurance metrics.

Location: Remote (USA). Working hours: Monday - Friday, 9:30am - 6:00pm CST.

Company

hirify.global is a member-focused cooperative serving members across all 50 US states.

What you will do

• Provide omnichannel assistance to members regarding online banking, payment options, and debit card issues.
• Ensure consistent positive member experiences through active listening and de-escalation skills.
• Safeguard member assets by strictly adhering to risk mitigation and confidentiality procedures.
• Meet performance metrics including interaction volume, Quality Assurance, and accurate case documentation.
• Collaborate with other departments to resolve complex member inquiries.
• Participate in organizational projects to help achieve the credit union's vision.

Requirements

• Must be based in the USA.
• Ability to work according to CST time zone (9:30am - 6:00pm).
• 1+ years of related experience in customer support.
• Strong computer skills, including proficiency in Windows environments and database usage.
• Excellent verbal and written communication and listening skills.
• Ability to maintain professionalism and composure under pressure.

Culture & Benefits

• 20 days of paid time off and 10 paid holidays.
• 401K Retirement with up to 6% employer match.
• Comprehensive Health, Dental, and Vision insurance with HSA contributions.
• Tuition Reimbursement ranging from $4,000 to $7,000 per calendar year.
• Annual professional development stipend and robust L&D program.
• 16 hours of paid Volunteer Time Off.