Contact Center Quality Analyst jobs in Montana

Our organizational culture is to accept the responsibility to serve our co-workers and members at the highest ethical standards. And in doing so, we work hard to provide both with the tools to succeed, a voice in decision-making, and the power to solve problems. Our mission is to be a force for good in banking, in the communities we serve, and in the lives of our members.

The Contact Center Representative position provides direct member support with Audio, Video, Chat, and other remote delivery channels by completing transactions and requests and being a source of information for members.

Essential Functions & Responsibilities

• Skilled at answering Audio and Video calls
• Completes outbound phone calls
• Comfortable and efficient using Chat
• Provides personalized guidance to address all the member’s needs
• Comfortable using multi-engagement channels to assist members
• Responds to all incoming chats
• Answers all emails from website and ones directed to Contact Center email addresses
• Responds to all online banking messages
• Solve member account problems
• Update member records
• Process member transactions and other member requests
• Protects members and credit union from fraudulent activities
• Proficient use of technology
• Refer products and services based on identified member need
• Knowledge of products and services, including staying up to date with changes and additions
• Provide internal and external members with excellent service
• Follows all credit union policies and procedures, including being compliant with state and federal laws and regulation
• Reliable attendance and completion of tasks

Success Factors/Job Competencies

• Embrace the Mission, Values, and Vision of the Credit Union.
• Ability to interact with more than one department daily.
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances.
• Ability to possess versatility and flexibility to successfully service our members and serve as a back up to other positions as required.
• Ability to possess the creativity and resourcefulness required to successfully complete assigned duties without constant supervision.
• Ability to understand and follow moderately complex written and oral instructions.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Ability to accept responsibility for access to confidential data.

Clearwater Credit Union is an equal opportunity employer and offers over 25 benefits beyond salary, including health insurance, PTO, 401(k) match, paid volunteer time and more!