Member Contact Specialist

Title: Member Contact Specialist

Location: Cincinnati United States

Job Description:

Altra Federal Credit Union is committed to providing exceptional service and meaningful support to our members. We offer a positive, people-centered workplace where team members can grow, contribute, and make a difference. We are currently hiring a Full-Time Member Contact Specialist for our Member Contact Center.

The Member Contact Specialist helps members by responding to inquiries, resolving issues, and providing prompt, professional support. In this fast-paced role, you will help create a positive member experience while upholding Altra’s values and service standards.

Key Responsibilities

• Respond to member inquiries promptly via telephone ensuring a positive member experience.
• Engage and coordinate the assistance of employees from other departments to provide prompt resolution to members’ inquiries.
• Proactively identify and address members’ needs, escalating issues when necessary.
• Accurately document member interactions in the CRM system.
• Meet or exceed performance metrics, including response time, quality, and member satisfaction.
• Model Altra’s service standards for being friendly and outgoing, non-judgmental, focused, trustworthy, and confident.
• Ability to manage a fast-paced environment with diverse situations requiring resolution, and handle stressful situations, should they arise.

Qualifications

• High school diploma (or equivalent) required.
• 1+ year of customer service or member support experience is required.
• Previous call center experience would be a plus but not required.

Skills & Abilities

• Ability to learn and retain knowledge.
• Excellent phone skills, computer/keyboard skills.
• Good math skills.
• Effective oral and written communication skills and excellent organization skills.
• Ability to multi-task utilizing multiple sources of software to make thorough decisions.
• Must be proficient with Microsoft Office products (Word, Excel, Teams, and Outlook).
• A positive attitude and commitment to providing excellent service, in a fast-paced environment.
• Ability to handle a variety of member inquiries with patience and resilience.
• Bilingual (English / Spanish / Hmong) skills are strongly encouraged to support and better serve our diverse membership.

Availability

• This position is full-time, 40- hours a week, Monday through Friday.
• Hours are based on shifts between the operating hours of 7:30 a.m. to 5:30 p.m. CST.
• Shifts are based on department seniority and preferences.

Work Environment

• Work from home / remote opportunities will be an option for those candidates who live within Altra’s approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI.
• Member Contact Specialists require the ability to sit or stand at a desk for long periods of time, while having the ability speak, hear, and communicate with others, while taking inbound and outbound calls (on average 60-80 calls per day).

Pay & Benefits

• Hourly pay starting at $19.00 per hour ($18.00 base, plus $1 MCC premium).
• Eligible to participate in the monthly incentive plan, with payouts earned based on plan guidelines; anywhere between $5 and $400 per month.
• When bilingual in Spanish or Hmong, receive a $1.00 / hour pay premium after completing and passing the language exam.
• Comprehensive benefits package that includes medical / dental / vision coverage, group life insurance, and supplemental life insurance options.
• Up to a 6% employer-matched 401(k) + additional 3% employer contribution.
• Two-weeks paid sabbatical every five years worked, plus four-week paid sabbatical at twenty years!
• Paid time off, volunteer time off, paid holidays, and your birthday off (paid)!
• Employee-only perks and discounts.

At Altra Federal Credit Union, you’ll be part of a team that values people over profits and puts members at the heart of everything we do. We believe in creating a supportive and collaborative workplace where employees are empowered to grow, develop their careers, and make a real impact in the lives of others. By joining Altra, you’ll not only gain the opportunity to build meaningful relationships with members and coworkers, but you’ll also be contributing to a mission-driven organization that is dedicated to improving the financial well-being of our members and the communities we serve.