Contact Center (Hybrid - Work from home 2-3 days a week)

UW Credit Union - Hybrid remote in Madison, WI 53717
Estimated $37.7K - $47.7K a yearFull-timeMonday to Friday +3

Overview: UW Credit Union’s Member Solutions Center team is growing, and we are hiring for a Member Solutions Center Specialist!
Start your career with a strong, supportive, community-based company - apply for this position today!
Our Member Solutions Center Specialists deliver world-class member service via phone – UW Credit Union is ‘here for every you’, and that means ‘everywhere you are!’. Member Solutions Center Specialists ensure that, if a member cannot make it to a branch, they still receive the legendary service that UW Credit Union is known for. With 300,000 members and growing, our ability to serve members where it’s most convenient for them is vital. The Member Solutions Center is a modern, cohesive, and fun environment, buzzing with energy. If you are looking for a fresh, satisfying, and fast-paced career, then this is the job for you!
As a Member Solutions Center Specialist, working alongside a team of 100+ people, including a tenured and supportive manager group, your day will be spent providing solutions to UW Credit Union’s members. You find comfort in technology, as Member Solutions Center Specialists utilize numerous systems each day, depending on the member’s need. You are passionate about assisting members, to ensure their financial needs are met. Innovation and process improvement fuels your passion. You are naturally agile and find comfort in locating and utilizing the various resources and tools that are available to you. Patience in this role is key, with both yourself, and members. Relationship building is where you shine, and you have a genuine interest in going above and beyond to ensure each member has an outstanding experience on the phone.
Based on performance, staff can take advantage of our flexible work arrangement. This will include the opportunity to work 2-3 days a week from home. We also honor working from home during weekend shifts. Responsibilities:

  • Demonstrate results within the MSC Specialist scorecard, consisting of a balance between operational efficiency, interaction quality, leads, and referrals.
  • Handle member interactions via phone, with an emphasis on providing excellence member experiences with an acceptable level of baseline credit union knowledge and expertise
  • Demonstrate efficient and proper use of resources, including an internal knowledge base, as well as support department outreach.
  • Analyze member needs and make personalized recommendations of products and services, including self-sufficiency service options.
  • Efficiently and accurately resolve member inquiries and trouble shoot issues through proficient use of tools, resources, and use of appropriate support departments.
  • Demonstrate sound judgement in handling member requests and exceptions. Offer solutions that resolve our members concerns and needs whenever possible.
  • Compose accurate and informative Interaction History notes and documentation to concisely convey the member experience.
  • Communicate complicated information simply and without the use of jargon, ensuring that the solution is easy to understand.
  • Demonstrate positive problem-solving skills to effectively resolve member concerns and issues
  • Maintain awareness of team performance and take initiative or action when needed
  • Demonstrate strong working relationships with fellow MSC staff, and other groups within the organization, to ensure efficient and effective problem solving and issue resolution
Qualifications: These skills and experience are essential to your success:

  • 7 months to 1 year of experience in a financial institution, contact center environment, or customer service environment
  • Proficiency with Microsoft Office products.
  • Familiarity with major web browsers and operating systems.
  • Ability to adapt to & discuss complex digital tools & technologies


This training class is anticipated to start on February 6th:

  • Virtual and classroom training for the first 12-weeks of employment
  • Continuous learning and development opportunities including but not limited to transparent dialogs, resources, tools, and technical learning modules

Extension of hours:

  • We will be extending our Member Solutions Center hours. These hours will be between 7am-6:30pm Monday-Friday, 8am-4pm Saturday and Sunday morning to early afternoon.
  • We will work with you on a rotational schedule during these hours, not to exceed 40 hours
  • We honor working from home during weekend shifts based on performance

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a 2021 National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

  • 2 weeks paid caregiver leave
  • 2 weeks paid new child parental leave
  • 21.5 days annual time off
  • 2 days paid volunteer time
  • 10 paid holidays (includes your birthday!)
  • 401k company match of up to 5%, plus approximately 4% discretionary match
  • Variable bonus reward
  • 5 health plan options, including domestic partner eligibility
  • Free bus pass and B-Cycle membership
  • Employee Assistance Program
  • And more!

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.

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