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Member Experience Specialist

Company: Elements Financial
Location: Indianapolis
Posted on: November 22, 2021

Job Description:

Member Experience SpecialistThis is an exciting opportunity to join our strong contact center team; but first, here is a little bit about Elements Financial:WE MAKE MONDAYS MORE ENJOYABLE.There are many ways to describe the Elements culture: fun, meaningful, supportive, and full of opportunities. See here for more information - we serve the employees of 150+ organizations around the U.S. We currently rank among the top 3% of credit unions nationally with 100,000+ members. We have the resources, staff, and expertise to support our members with unparalleled service and leading-edge technology.Now let's get into this exciting role!This is a hybrid role that requires some on-site work (inside our Indianapolis, Indiana office). In addition to the on-site duties, there are additional responsibilities that can be completed outside of the office, resulting in this being a hybrid role.Elements Financial is adding to our extraordinary contact center team! We are seeking a talented individual who can leverage their technology skills to assist members across multiple electronic channels. Our contact center staff advocate for our members as they make connections and provide timely solutions. The Member Experience Specialists excel at building rapport, providing exceptional service, and leveraging various system platforms. If you value a strong team atmosphere, the ability to learn various areas of a credit union, and continuous career development opportunities, apply to learn more about this opportunity at Elements Financial.Elements Financial is a Best Place to Work because our employees are empowered to BE the Expert, LIVE the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success. The Member Experience Specialist is a resource and point-person for our valued members. They collaborate with several departments to provide an excellent member experience. Serving in a Tier III support role, the Member Experience Specialist leverages online chat, emails, and member phone calls to troubleshoot as they provide excellent member follow-up.BE THE EXPERT: Deliver financial wellness via education, listening and personalized solutions.

  • Ability to maintain high call quality; build rapport and provide exceptional service to members, using a courteous voice and keen listening skills.
  • Process a variety of financial transactions while interacting with members via all electronic member channels.
  • Ability to navigate a wide variety of internal systems to assist members.
  • Identify unstated member needs by asking probing questions.LIVE THE PURPOSE: Deliver an exceptional member and employee experience.
    • Maintain in depth knowledge of all Elements products and services in order to provide members with a wide variety of product and service options.
    • Ability to identify Red Flag situations and respond appropriately.
    • Ability to identify and troubleshoot various member devices/operating systems to ensure digital excellence across multiple channels.
    • Tier III level support. Works unresolved cases from contact center partner and for other internal departments such as loan servicing and card services.GROW THE BUSINESS: Deliver innovative products and services by way of engaged talent.
      • Build rapport and use relationship skills, representing Element's in a professional manner with staff, and members. Work collaboratively with all areas of Elements Financial.
      • Work closely with Member Experience Advocate to resolve basic to intermediate technical member concerns.GROW PROFESSIONALLY: Consistently commit to learning through professional networks and education.
        • Continue to develop knowledge of industry practices, products and professional growth.
        • Participate in appropriate learning opportunities to maintain expertise.Minimum Requirements:
          • High school diploma or equivalent.
          • Ability to troubleshoot technical issues and evaluate the financial situation of each member to enhance their financial position.
          • Proven track record of meeting or exceeding sales goals.
          • Must be able to communicate clearly and professionally with members. Strong written and verbal communication skills.
          • Must possess technology skills to assist members across multiple electronic channels.
          • Demonstrate a proficient use of technology tools and possess knowledge of system navigation skills.
          • Must have 5 or more years of financial institution, customer service or technical support experience and at least 3 years Contact Center Experience.
          • Strong organizational skills and the ability to follow-up as necessary.Job Type: Full-timePay: $16.00 - $24.00 per hourBenefits:
            • 401(k)
            • 401(k) matching
            • Dental insurance
            • Employee assistance program
            • Employee discount
            • Flexible schedule
            • Flexible spending account
            • Health insurance
            • Health savings account
            • Life insurance
            • Paid time off
            • Paid training
            • Parental leave
            • Tuition reimbursement
            • Vision insurance
            • Work from homeSchedule:
              • Monday to FridaySupplemental Pay:
                • Bonus payEducation:
                  • High school or equivalent (Preferred)Experience:
                    • financial institution, customer service or technical support: 5 years (Preferred)
                    • contact center: 3 years (Preferred)Work Location: One location

Keywords: Elements Financial, Indianapolis , Member Experience Specialist, Other , Indianapolis, Indiana

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