Member Contact Specialist - Remote

JOB REQUIREMENTS: Altra Federal Credit Union is committed to providing

exceptional service and meaningful support to our members. We offer a

positive, people-centered workplace where team members can grow,

contribute, and make a difference. We are currently hiring a Full-Time

Member Contact Specialist for our Member Contact Center, based at our

Operations Center in Onalaska, WI. The Member Contact Specialist helps

members by responding to inquiries, resolving issues, and providing

prompt, professional support. In this fast-paced role, you will help

create a positive member experience while upholding Altra\'s values and

service standards. Key Responsibilities Respond to member inquiries

promptly via telephone ensuring a positive member experience. Engage and

coordinate the assistance of employees from other departments to provide

prompt resolution to members\' inquiries. Proactively identify and

address members\' needs, escalating issues when necessary. Accurately

document member interactions in the CRM system. Meet or exceed

performance metrics, including response time, quality, and member

satisfaction. Model Altra\'s service standards for being friendly and

outgoing, non-judgmental, focused, trustworthy, and confident. Ability

to manage a fast-paced environment with diverse situations requiring

resolution, and handle stressful situations, should they arise.

Qualifications High school diploma (or equivalent) required. 1 year of

customer service or member support experience is required. Previous call

center experience would be a plus but not required. Skills & Abilities

Ability to learn and retain knowledge. Excellent phone skills,

computer/keyboard skills. Good math skills. Effective oral and written

communication skills and excellent organization skills. Ability to

multi-task utilizing multiple sources of software to make thorough

decisions. Must be proficient with Microsoft Office products (Word,

Excel, Teams, and Outlook). A positive attitude and commitment to

providing excellent service, in a fast-paced environment. Ability to

handle a variety of member inquiries with patience and resilience.

Bilingual (English / Spanish / Hmong) skills are strongly encouraged to

support and better serve our diverse membership. Availability This

position is full-time, 40- hours a week, Monday through Friday. Hours

are based on shifts between the operating hours of 7:30 a.m. to 5:30

p.m. CST. Shifts are based on department seniority and preferences. Work

Environment Work from home / remote opportunities will be an option for

those candidates who live within Altra\'s approved remote states: CO,

FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI. Member Contact Specialists

require the ability to sit or stand at a desk for long periods of time,

while having the ability speak, hear, and communicate with others, while

taking inbound and outbound calls (on average 60-80 calls per day). Pay

& Benefits Hourly pay starting at \$19.00 per hour (\$18.00 base, plus

\$1 MCC premium). Eligible to participate in the monthly incentive plan,

with payouts earned based on plan guidelines; anywhere between \$5 and

\$400 per month. When bilingual in Spanish or Hmong, receive a \$1.00 /

hour pay premium after completing and passing the language exam.

Comprehensive benefits package that includes medical / dental / vision

coverage, group life insurance, and supplemental life insurance options.

Up to a 6% employer-matched 401(k) additional 3% employer

contribution. Two-weeks paid sabbatical every five years worked, plus

four-week paid sabbatical at twenty years! Paid time off, volunteer time

off, paid holidays, and your birthday off (paid)! Employee-only perks

and discounts. At Altra Federal Credit Union, you\'ll be part of a team

that values people over profits and puts members at the heart of

everything we do. We believe in creating a supportive and collaborative

workplace where employees are empowered to grow, evelop their careers,

and make a real impact in the lives of others. By joining Altra, you\'ll

not only gain the opportunity to build meaningful relationships with

members and coworkers, but you\'ll also be contributing to a

mission-driven organization that is dedicated to improving the financial

well-being of our members and the communities we serve. Altra is proud

to be a Great Place to Work certified company seven years in a row; 92%

of our employees say Altra is a great place to work! At Altra, we invest

in each other and work together to make a difference in the communities

we serve and to help people live their best lives! We support diversity

in the workplace and are an Equal Opportunity Employer. \*\*\*\*\* OTHER

EXPERIENCE AND QUALIFICATIONS: High school diploma (or equivalent)

required. 1 year of customer service or member support experience is

required. Previous call center experience would be a plus but not

required. Ability to learn and retain knowledge. Excellent phone skills,

computer/keyboard skills. Good math skills. Effective oral and written

communication skills and excellent organization skills. Ability to

multi-task utilizing multiple sources of software to make thorough

decisions. Must be proficient with Microsoft Office products (Word,

Excel, Teams, and Outlook). A positive attitude and commitment to

providing excellent service, in a fast-paced environment. Ability to

handle a variety of member inquiries with patience and resilience.

Bilingual (English / Spanish / Hmong) skills are strongly encouraged to

support and better serve our diverse membership. \*\*\*\*\* APPLICATION

INSTRUCTIONS: Apply Online: http://www.altra.jobs