Omnichannel Consultant - Full-time

Omnichannel Consultant - Careers At A+ Federal Credit Union div div div a href="https://aplusfcu.org/"/a /div div div p /p div /div div /div div /div div /div /div /div div/div /div div/div /div div div/div div divCareers At A+ Federal Credit Union/div div div /div div div pCurrent job opportunities are posted here as they become available./p div /div div /div div /div div /div /div div a/a a href="job-openings.php?search=true" Back To Openings /adiv/div/div /div /div /div div divp /p div /div div /div div /div div /div div /div/div h2Omnichannel Consultant/h2 bLocation:/b Austin, TXbr / bWorkplace Type:/b Remotebr / bZip:/b 78723br / divdiva href="https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=3466546source=3466546-CJB-0"START YOUR APPLICATION/a/divdiv/div/div divpOmnichannel Consultant/p pJob Type: Full-Time/p pExemption Type: Non-Exempt/p pWage Amount: $20.99 Hourly Minimum/p pstrongGreat opportunity to join A+/strongstrongFCU!/strong/p pstrongEssential Functions:/strong /p pFully assist members with requests through their preferred method of communication, including but not limited to voice, chat and video channels/p p Ability to seamlessly switch between communication channels depending on queue needs and/or when process and procedures require a channel switch or by member request./p p Handle more than one concurrent member communication if channel supported and required due to volumes./p pProficient in guiding members through A+ electronic channels, explaining features and preforming trouble shooting using all available tools./p pEnsure proper identification of members through each delivery channel prior to releasing information or conducting transactions./p pEnsures �One Call Resolution� provides member with exceptional service experiences by owning all member requests and following through as necessary to ensure the highest standards of personal care and service are provided./p pAssist members with all A+FCU products and services inquires, which includes possessing a wide range and variety of products and service knowledge to properly explain and support members with all requests./p pEducate/advise members regarding memberships, accounts, signors, authorizations, rate information, product and service requests, systems, transactions by channel processing, and/or error resolutions after completing necessary research./p pInform existing and prospective members of current promotions and new or updated products/services that fit their needs./p p Answer questions regarding product and service types, features, benefits, and functionalities of all to properly guide and resolve problems and issues./p pTrouble shoot, triage, and resolve member urgencies, requests, and needs while identifying solutions and resolving service issues as necessary./p pUtilize online account opening system to open various types of accounts for members, offering products/services in order to increase services per retail household, cross helps./p pAttain and maintain the various systems used to properly serve all members, research, inquire, view, update, change, or edit as needed. /p pUse pleasant, professional communications via voice, chat and video to enhance the service experience by members to be seen as a trusted advisor building long standing relationships of trust./p pPrepare and submit monetary transactions/transfer requests following appropriate procedures while protecting both the member and A+FCU from potential errors, omissions, or losses./p pUse systems to securely send appropriate requested documents to members for completion and ensure submissions as required./p pExpected to reach and maintain a minimum of 75% success in established cross-help goal referrals and 80% success in quality assurance monitoring./p pReach and maintain success in meeting Contact Center productivity guidelines including schedule adherence, off phone time and data integrity (Wrap Codes, Sales Tracking, Timecards, etc.)/p pEnsure compliance of contact center security and safety needs/p pComplete required assignments for attaining, maintaining and progressing knowledge and skill level./p pstrongDepartment Support/ Knowledge Sharing (One Team Atmosphere)/strong/p pPromote and maintain quality internal service at all times in order to cultivate relationships with departments and branches to develop a One-Team atmosphere within the Credit Union./p pMust maintain a high degree of knowledge of internal stakeholders, departmental functions, and key contacts for resolution to resolve member matters./p pAttain and maintain knowledge of all credit union products and services through effective use of A+FCU�s intranet, and other internal training systems, training programs, workshops, and webinars, as offered./p pAttain and maintain various categories of current and potential scams to identify and mitigate potential loss or fraud on every call./p pBe knowledgeable of various applicable rules and regulation requirements to properly assist members with various products and services, processing and timelines of transactions, opting members in and out of services and possess the knowledge to explain all requirements to members./p pstrongSpecialized Functions/strong/p pTroubleshoot and resolve digital/online issues by accessing member�s activity, necessary channels, and resetting or unlocking access, viewing, or logins as needed./p pProcess card program(s) requests for ordering, blocking, disputes, inquiries, transaction verifications and settlement and travel notifications./p pResolve and decision member inquiries within approved limits regarding funds availability/check holds and releasing balance/funds available holds. Conduct associated file maintenance changes in systems./p pProcess adjustments to credit union Member Rewards programs or accounts as needed./p pProcess fee reversals making sound decisions within approved limits to support member requests./p pstrongMiscellaneous/strong/p pSchedule and conduct monthly individual dialogs with Manager./p pAssist with department projects, as assigned./p pParticipate in outside credit union sponsored activities and community/education events to increase credit union awareness./p pThis position may be eligible for Remote Work/p pPerform other duties as required or assigned/p pJob Requirements/p pstrongEducation and Experience:/strong/p p� High school diploma or GED equivalent required/p p� Minimum of six months A+FCU employment preferred, or equivalent call center experience preferred/p pstrongKnowledge, Skills Abilities:/strong/p p� Must be able to professional communicate through voice, chat, video and email/p p� Strong working knowledge of the A+ website and mobile banking platform/p p� Strong ability to multi-task/p p� Creative problem-solving skills/p p� Pass designated typing speed test/p p� Pass designated grammar test/p p� Skilled use of phone system, computer, and all related software./p p� Basic math/accounting skills, excellent verbal and written communication skills, research, problem solving skills and dealing with potential conflict./p p� Ability to work independently and as part of a team, with flexibility to adapt to change/p p� Bilingual Spanish preferred/p pstrongDesirable Traits: /strong/p p� Pleasant and professional appearance/p p� Pleasant speaking voice/p p� Good listening skills/p p� Enjoys working with public using courteous professional approach./p p� Able to work flexible hours including Saturdays/p p� Dependable/p p� Independent worker/p p� Organizer and planner/p p� Possess decision-making abilities./p p� Versatile in all aspects of the CU/p pstrongPhysical Functions:/strong/p p� Full time employees must have the ability/stamina to work at least 40 hours a week/p p� Part Time employees must have the ability/stamina to work at least 28 hours a week/p p� Will frequently reach, feel, bend, stoop, carry, finely manipulate and key in data/p p� Must be able to communicate heavily through telephone, e-mail and in-person communications/p p� Must be able to engage in problem-solving skills to help identify and solve potential issues in the field/p p /p pFor information about our benefits, please click the following link: a href="https://aplusfcu.org/about-us/career-opportunities/benefits"https://aplusfcu.org/about-us/career-opportunities/benefits/a/p /div divdiva href="https://apply.hrmdirect.com/resumedirect/ApplyOnline/Apply.aspx?req_id=3466546source=3466546-CJB-0"START YOUR APPLICATION/a/divdiv/div/div /div divp /p div /div div /div div /div div /div/div divp /p div /div div /div div /div div /div/divdiv br /a href="https://aplusfcu.org/"Visit Our Home Page/a /divp© 2025 A+ Federal Credit Union/p p a href="https://www.clearcompany.com" iApplicant Tracking System Powered by/i  /a /p /div