DESCRIPTION OF DUTIES: Performs a variety of routine building and landscape maintenance duties at multiple sites. Responsible for the purchase, pickup, receiving and delivery of supplies. Leads the setup and cleanup of special events and activities. Completes work orders, inventory control documents, weekly reports and preventive maintenance documents. Assists with facilities projects. Maintains professional appearance and image while conducting business with internal and external members and vendors. Responsible for exceptional member service to every member, internal and external, by adhering to the NCU Service Standards. Performs other job related duties required or assigned.
EXPERIENCE: Six months of similar or related experience.
EDUCATION: High School Diploma or equivalent (GED).
SPECIFIC SKILLS: Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others, inside and outside the organization, generally regarding routine matters for purposes of giving and obtaining information. Understanding of general electrical, plumbing, and/or HVAC maintenance is preferred. Working knowledge of power hand tools and other equipment used for maintenance duties. Possesses mechanical aptitude. Ability to work independently, manage time, prioritize tasks and be detail-oriented. Good written and verbal communication skills required. Basic computer skills a must. Knowledge of Microsoft Excel and Outlook. Ability to communicate effectively with other credit union departments. Flexibility with schedule in order to accommodate for inclement weather.
GENERAL REQUIREMENTS: Must be able to perform job functions independently or with limited supervision or as part of a team. Must be able to read and carry out various written and/or oral instructions. Must be able to speak clearly and deliver information in a logical and understandable manner. Must be capable of dealing calmly and professionally with different personalities at various levels within and outside the organization. Demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadline requirements for extreme accuracy and quality. Must be able to effectively handle multiple, simultaneous and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. Must be able to lift and/or move up to 50 pounds. Must have a valid Mississippi driver’s license.
DESCRIPTION OF DUTIES: Responsible for assisting the MCC manager in the overall management of the Member Contact Center. Responsible for leading coaching and developing the team to meet/exceed member expectations. Encourages and motivates the team to achieve established performance goals and expectations. Assists in training, directing and monitoring MCC staff. Monitors performance and makes recommendations to the manager for evaluations. Works as part of the MCC team performing duties of the MCC I & II on a regular basis. Drives MCC staff to improve cross-selling and overall member experiences. Ensures that appropriate actions are taken to resolve Member problems and concerns. Fields Member’s questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff. Interacts with Members via telephone, email, online chat, to provide support and information on products or services.
Previous supervisory, coaching, or team lead experience preferred.
Two years of customer service experience required.
Experience with lending and credit reports preferred.
Previous experience in a financial institution preferred
Call Center experience preferred
EDUCATION: High School Diploma or equivalent (GED). Secondary education preferred
SPECIFIC SKILLS: Excellent oral and written communication skills. Ability to lead a team, give direction in the absence of the manager, and be able to problem-solve. Efficient typing/keyboarding and data entry. Must be accurate and attentive to detail. Punctuality and attendance are critical in this position. Uses analytical skills and logic. Ability to multi-task in a fast-paced environment while maintaining the ability to prioritize workload. Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude. Service-oriented and able to resolve member issues. Lending, coaching, and providing feedback to Call Center Team. The ability to speak a second language preferred, but not required.
GENERAL REQUIREMENTS: Must possess courtesy, tact and diplomacy skills while working one-on-one with callers and employees when giving information that may require assistance and discussion. Must possess a sales attitude to be able to effectively cross-sell to members and coach others in regard to that skill.
PHYSICAL REQUIREMENTS: Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off-site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
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Navigator Credit Union participates in E-Verify. The Credit Union will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's Form I-9 to confirm work authorization. Learn more about E-Verify by clicking here.
We are an equal opportunity employment company. We are dedicated to a policy of nondiscriminatory employment on any basis including race, creed, color, religion, sex, age, national origin or disability unrelated to job performance. The Credit Union also takes affirmative action as required by law or statute to hire qualified veterans, veterans of Vietnam Era and disabled persons.