Contact Center Quality Analyst jobs in Rockford, IL

Description

 As a Universal MSR in our contact center you are responsible for developing a robust relationship with each member, from servicing requests and resolving problems/errors to upselling or cross-selling products to financial counseling and planning, requiring significant initiative and moderate supervision. Building these relationships requires excellent communication skills and a good grasp of technology with the ability to demonstrate and teach and educate others. The overall goal of this position is to enhance members' experience through Interactive Video System, phone and chat. You will follow recommended guidelines, policies and procedures, yet, as the "face" of the credit union, you are a trusted professional in the eyes of our members. 

Requirements

Location: Machesney Park branch 

Full time – 35-40 hours/week; alternating Saturdays may be required (9a-12p)

You will be successful in this role if you are: 

· Outgoing/sociable

· People-oriented

· Persuasive

· A self-starter who takes initiative 

· Confident

· Organized/precise 

· A team player

Beneficial experience: 

· Ability to speak bilingually (English/Spanish) is preferred, but not required.

· Previous customer service and cash handling experience, intermediate math skills, and proficiency with technology devices. 

Who we are: 

Rock Valley Credit Union (RVCU) is a not-for-profit financial institution owned and operated by our members. We’re innovators in our region and the industry and are expanding to meet the needs of our growing member base. We are looking for motivated individuals to help empower and equip every member, for wherever life takes them. 

The RVCU Difference:

We believe that each team member is a valued contributor. We strive to be an employer of choice by creating a positive and rewarding workplace that helps our team succeed. RVCU provides a work environment that promotes learning, growth, and the opportunity for team members to challenge themselves and grow personally and professionally.

Please click here to see what working at RVCU is like. 

Competitive Compensation and Excellent Benefits:

• Medical, Prescription, Dental, Vision, Life, and Short-and Long-Term Disability Insurance 
• Flexible Spending Account or Health Savings Account
• Generous paid time off, including 11 Federal holidays
• 401(K) Plan with employer match
• Discretionary Performance bonuses
• Hourly wage $17-19, depending on your experience