Contact Center Quality Analyst jobs in Fort Wayne, IN

Location: Non-remote, Onsite, Fort Wayne, IN

Contact Center Representative (CCR) Job Summary:

For over 80 years, MidWest America Federal Credit Union has been providing financial solutions for personal and business banking. Our mission statement is "We are committed to providing competitive, quality services for our members’ financial success."

The Contact Center Representative is responsible for providing courteous, efficient, and accurate member service in a fast-paced contact center environment. Fulfill member's requests via inbound/outbound calls. Be able to determine appropriate products and services for our Credit Union members, while continuing to honor our mission statement. Independent work, with assistance from the Contact Center team when needed.

Essential Elements of the Contact Center Representative:

• Maintain a positive and professional image of self and the Credit Union.
• Provide accurate, timely, and courteous service to our members in processing transactions efficiently.
• Assist members with all aspects of their account needs to build trust and rapport.
• Maintain confidentiality and adhere to proper security measures of the Credit Union.
• Aggressively seek out and act on all sales opportunities.
• Manage phone systems, transaction processing, IRAs, Certificates of Deposits, and new account documentation.
• Able to work well under time constraints while producing accurate and error free work.
• Responsible for individual phone agent production goals and Credit Union sales goals.
• Assist members with transactions on our Interactive Teller Machines (ITM’s).
• Process Secured Messaging Emails sent on our digital banking platform.
• Assist members with credit card applications and questions. *Additional incentive pay available based off promotions & performance

Benefits:

401(k)

401(k) matching

Dental insurance

Paid Short & Long-Term Disability insurance

Health insurance

Paid life insurance

Paid time off

16 hours of paid volunteer time

Tuition reimbursement

Paid vision insurance

Loan rate discounts

Identity Theft Protection

Paid holidays (Federal holidays observed)

No nights/no weekends

Personal Time

Competitive pay

Comprehensive training provided by a dedicated training staff and Contact Center team member.

MidWest America Federal Credit Union is an Equal Opportunity Employer.