Electronic Communications Agent

Join our team as a knowledgeable and passionate Electronic Communications Agent at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. We value strong interpersonal skills, if you enjoy building connections and delivering excellent service, your skills will be a great match.

This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility.

Summary of the Position:

The Electronic Communications Agent supports our member through chat and other remote channels including email, secure messaging, text and phone. This role focuses on delivering helpful, friendly service while handling a variety of questions and transactions and working toward first-contact resolution. You'll collaborate with team members across the Credit Union, make day-to-day decisions using established guidelines, and know when to partner with leadership for more complex situations.

Strong multitasking skills, attention to detail and a passion for helping members are key, along with ability to confidently promote our products and services.

Qualifications:

• High School diploma or equivalent.
• Minimum 1 year experience in a Contact Center environment, preferably within a Credit Union or financial institution.
• Ability to use technology, including chat platforms, email and multiple systems at once
• Experience identifying member needs and educating on products and services
• Strong ability to work independently with high written communication, problem-solving, and member service skills.

Responsibilities:

• Deliver friendly, professional service to members and potential members through chat and other remote channels, ability to handle multiple at once while accurately updating member accounts.
• Assist with a wide range of questions and transactions, aiming to resolve needs on the first contact
• Communicate clearly and professionally in writing with patience and care to understand member needsate members on financial tools, products, and services while following policies and procedures
• Build relationships with members and identify opportunities to support their financial well-being
• Collaborate with teammates and other departments to resolve questions or issues
• Stay engaged in trainings, meetings, and ongoing learning to remain current on processes and compliance
• Use technology comfortably and seek opportunities to>
  
  Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. Check out our careers page for more information including benefits (Use the "Apply for this Job" box below). Final compensation will be determined by various factors such as experience, specific skills and internal pay equity.

  Benefits:

  • Outstanding training;
    We are committed to learning new skills and growing personally & professionally
  • Competitive compensation
  • 401(k) with company match and profit sharing
  • Paid time off with paid holidays
  • Life Insurance
  • Paid Community Volunteering
  • Education reimbursement
  • Fitness reimbursement
  • Health insurance including dental and vision
  • Flexible Spending Accounts & Health Savings Accounts
  • Employee Assistance Program (EAP)
  • Access to fitness center

  Move Up your career at IHMVCU with this great opportunity!

  Physical Requirements:

  • Sitting:
    Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
  • Talking:
    Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
  • Hearing:
    Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
  • Finger, handle, touch:
    Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
  • Lifting Demands:
    Up to 10 lbs.
  • Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.