Contact Center Consultant

Why Liberty First Credit Union?

Join the best small company to work for in Lincoln and Omaha! We have 100 employees and 7 locations in the Lincoln, Omaha and Seward areas.

Our associates and members are key to our success as a Credit Union. Our goal is to continually strive to make LFCU a great place to work by providing meaningful work, career development, and professional development opportunities. Our benefits and associate programs are some of the most competitive and low-cost to associates amongst Nebraska employers.

Position – Contact Center Consultant

Location – Lincoln

General Summary

Provide high quality, positive member interaction through multiple channels (phone, web, chat, text, email, mail, and inter-office staff) within a contact center environment. Handle duties in a respectful and efficient manner by taking accountability to solve member needs from beginning to end. Identify and offer new opportunities and solutions by evaluating members’ financial needs and focusing on how the credit union products and services can better serve their financial goals.

Job Duties

• Provide solutions for members’ needs and build rapport while providing outstanding service.
• Communicate courteously, professionally, and effectively in a variety of ways with a diverse audience, including use of proper grammar and correct spelling.
• Communicate membership qualifications and account information: deposit/loan balances, check clearings, deposit/loan postings, statement information, payroll, debit /credit cards information etc.
• Process and open online requests for new accounts, deposit products and consumer loan products
• Process incoming transactions and questions tied to transferring deposits, applying payments, reversals and corrections, wire transfers, check requests, payroll distributions, and any variety of banking needs.
• Process stop payments, address changes, check orders and ensure proper forms are obtained and delivered to the appropriate department.
• Retain existing members, selling and promoting the credit union value-added products/services.
• Assist with processing debit/credit card products using various online and internet banking platforms and services, including fraud prevention programs.
• Protect the member and credit union from fraudulent and suspicious activities by maintaining proper procedures.
• Maintain knowledge of:
• features and benefits of all credit union products and services for cross selling and sales purposes.
• credit union policies and procedures to be able to provide this information to members.
• the rate and terms of products (deposit/lending) and how to provide quotes to the members as the market changes.
• all state and federal regulations that are applicable to the transactions performed in the call center area to stay in compliance.
• competitor’s products/services with a continued interest in improving quality products/services for the credit union
• Actively support our “sales, service and lending” culture and demonstrate these skills by learning and taking on new initiatives and training as business needs change.
• Develop an understanding of credit union history, philosophy, organization, bylaws and operational procedures.
• Follow LFCU core values and service expectations.
• Assist in any area as directed by management.
  Requirements
• Highschool diploma plus some college education preferred
• Customer service experience required
• Some experience in a financial business with services/products tied to banking required, at least one year preferred
• Proficient in basic computer skills such as use of Microsoft Word, Excel and database or member application software
• Ability to multi-task, complete work with accuracy and attention to detail
• Must have excellent interpersonal communication skills with the ability to promote products/services necessary to members and project a positive attitude/image
• Ability to listen to be able to fully understand, showing respect and empathy for the member and the credit union.
• Ability to use proper judgement and decision making to identify issues and to clarify through probing questions, knowing when to escalate issues onto other team members as needed for additional research and follow up with team for resolution.
• Ability to problem solve by taking ownership of issues, assessing members’ needs, providing solutions and offering appropriate corresponding credit union products/services.
• Ability to apply broader aspects of established practice to situations which go beyond clear, concise guidelines.

Work Hours

Full-time. 40 hours per week.

Monday - Friday – 8-hour shift with 1 hour unpaid lunch

Shifts start as early as 7:45 am and end as late as 6:15 pm

Saturday morning rotation required, 8:45 am - 12:15 pm

Wage

• $17.00 -$18.50+ per hour depending on experience
• This position is eligible for a wage increase annually as part of a merit performance review
• Eligible for incentives paid monthly
• Eligible for a discretionary gain-share plan payment annually

LFCU BENEFITS AND OTHER PROGRAMS

Insurance Benefits

• Medical – LFCU pays 85% of premium, associates pay only 15%
• Dental – Free to associates
• Vision - LFCU pays 50% of premium
• Life and ADD – LFCU pays 100% of premium
• Short-term and Long-term Disability – LFCU pays 100% of premium
• AFLAC Supplemental –Cancer, Critical Care, Accident, Hospital - associate paid
• Flexible Spending Accounts (FSA) – Health Savings and Dependent Care

Retirement Plan – LFCU contributes 5% of associate earnings to Profit Sharing. LFCU matches 50% up to 5% of associate’s 401(k) contributions.

Gain Share Plan - Reviewed and approved by the Board annually, this plan rewards employees when the credit union achieves above average performance. Employees are also rewarded based on their level of performance and contributions to the success of the credit union.

Paid Leave

• Vacation– 2 weeks/year for new hires
• Sick – 2 weeks/year for new hires
• Personal Day – 2 days earned after one year
• Holiday Pay – 6 paid holidays/year. 5 additional federal holidays per year are reserved for all-staff meetings. For one 1 of the 5, staff are required to attend an all-staff meeting, and the remaining 4 may be provided as holiday pay based on LFCU's discretion.
• Funeral Leave

Additional Programs

• Quarterly all-staff professional development
• Tuition Reimbursement
• Fitness Club Reimbursement
• Free Breakfast on Fridays
• LFCU Apparel – 2 free items annually