Contact Center Quality Analyst jobs in Austin, TX

Company Description

70 year old organization looking for a special someone to fill a void. Loves long term relationships and doing community service. Serious connections only, please.

We love people who love people. Our job is to do more than help with finances, we create connections that last a lifetime.

If you truly have a passion for helping others, you’ll fall in love with us.

                                                        -Greater Texas

Job Description

What's in it for you as a Contact Center Representative:

• Hybrid position
• Training and ongoing coaching to learn highly desired skills for career development. 
• Opportunity to be part of a growing organization where you can make an impact on members, teammates, and the community in meaningful ways.  
• Greater Good: 16 hours paid volunteer time per year
• Full Benefits Package: 401k, Medical, Dental, Life, 12 paid holidays, Paid Time Off

The Basics as a Contact Center Representative:

• Monday - Thursday, 8:00 am - 5:00 pm
• Rotating Fridays, 9:00 am - 6:00 pm
• Rotating Saturdays, 9:00 am - 1:00 pm
• Flexibility required - extended hours, based on company needs

What you'll do as a Contact Center Representative: 

In this role you'll enhance the member experience by providing top-tier service through phone and digital communication channels. You'll build strong relationships with members and offer a first call resolution approach, listen to member needs, and deliver supportive solutions.

• Assist members by phone with questions regarding their accounts and offering solutions.
• Educate members on credit union products and services.
• Process basic financial transactions: transfers, check orders, loan payments.
• Meet key performance indicator (KPI) metrics to maintain top-tier member support
• Work cohesively with other departments or skilled-based team members to provide the member with solutions beyond area of expertise.

Qualifications

Must Have as a Contact Center Representative:

• 2 years in a customer service role or professional experience.
• Must have a pleasant and professional speaking voice.
• Confidentiality and attention to detail is a must.
• Someone who can confidently talk with a variety of people.
• Teachable, can-do attitude, a sense of humor :)

Nice to Have as a Contact Center Representative:

• Bilingual in Spanish and English.
• Previous Call Center experience.
• Previous Financial Institution experience.

Additional Information

All your information will be kept confidential according to EEO guidelines.