What are the responsibilities and job description for the Member Contact Specialist position at Altra Federal Credit Union?
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.
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
Altra is proud to be a Great Place to Work® certified company eight years in a row; 91% 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.
Compensation details: 19-19 Hourly Wage
PIb83acc3128e1-25448-42040203
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.
- 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.
- 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 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).
- 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.
Altra is proud to be a Great Place to Work® certified company eight years in a row; 91% 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.
Compensation details: 19-19 Hourly Wage
PIb83acc3128e1-25448-42040203
Salary : $19