Position Summary
This position is responsible for building strong relationships with credit unions through being the single point of contact and providing effective resolutions to daily research, transactions, and software processing challenges. The incumbent solidifies relationships by personalizing the credit union interaction through high-quality phone, email, and web communication tools. This position requires extended hours and weekend on-call coverage in support of our credit union partners.
Essential Functions
- Act as the primary service liaison to provide quality, service-oriented support to credit unions. Ensure timely, accurate, and complete responses to all incoming items. Establish and maintain a positive, professional rapport with assigned credit unions.
- Analyze, evaluate, and resolve problems reported by credit unions in a timely manner, using existing tools and documentation. Determine appropriate action and alternative processes as required. Originate incidents and change requests, with assistance, using the tracking and change management system.
- Complete projects and attend assigned project meetings as determined by the Team Leader – Customer Service.
- Maintain current knowledge of the legislative, regulatory, and operational rules or procedures affecting product and service offerings and their relationship to other departments and vendors. Provide professionally written correspondence to credit unions as needed.
Required Skills & Knowledge
- Ability to support the business from the outside-in (from the customer’s perspective), as well as from the inside-out.
- Proficiency in effectively communicating and coordinating internal and external cross-functional resources.
- Proficiency with standard PC programs and functions.
- Excellent communication skills to convey information effectively and efficiently.
- High level of organizational skills necessary for prioritizing and managing varying responsibilities and workloads.
- Ability to work independently and as part of a team within a challenging and diverse environment.
- Ability to adapt to changes and adjust priorities with little notice.
- Ability to learn new concepts and skills in order to continually expand knowledge base and advance with industry changes.
- Ability to apply critical thinking skills to solve problems by generating, evaluating, and implementing solutions.
- Willingness to work and seek out new work challenges.
Core Values
Integrity
Strive for truthfulness and honesty in all things, living the values of the Enterprise in relationships with coworkers, customers, and stakeholders. Be committed to leading by example with civility, humbleness, and transparent communication.
Service
Actively promote a positive image of the Enterprise while providing high-quality internal and external service. Consistently meet and manage organizational and client expectations, and respond in a positive and professional manner to changes in departmental needs.
Respect
Treat everyone as they would want to be treated. Recognize the importance of other opinions, and focus on listening to first put yourself in the other person’s shoes. Support everyone's worth and dignity, regardless of background, abilities, or beliefs. Be considerate and demonstrate concern for the growth and development of all others.
Operational Excellence
Encourage a culture of collaboration and mutual support that is open and inclusive of all ideas to consistently improve, innovate, simplify, and grow. It is with this focus on excellence that we execute the Enterprise strategic plan more consistently than our competitors.
Teamwork
Work and cooperate with others to accomplish team goals, treat others with dignity, and value the contributions of others. Be open to change and able to adapt behavior and work methods in response to changing conditions. Be accountable for, and committed to, building bridges across departmental lines and for establishing mutually beneficial work relationships.
Financial Stewardship
Be accountable for managing the organization’s resources as if they were your own. Be committed to being moral and ethical, while taking ownership and accountability for decisions you make regarding the resources of the Enterprise.
Job Type: Full-time
Pay: $24.00 - $27.96 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Experience:
- Banking or Credit Union: 1 year (Preferred)
Ability to Commute:
- Westbrook, ME 04092 (Required)
Work Location: Hybrid remote in Westbrook, ME 04092
