We are Jovia Financial Credit Union (Formerly NEFCU). Our name evokes a way of joy, a feeling of optimism, trust and “banking on the bright side”. We are a new kind of credit union, one that combines service and value with the convenience that today’s technologies allow. Our friendliness and energetic spirit make it easy to do business with us. At Jovia, our dynamic, fast growing culture awaits- come see for yourself.
Now with more than 3 billion in assets, 200,000 members, and 450+ employees, we attract the best and the brightest talent-- who do the right thing, present a can-do spirit in a culture of fun, fulfilment, advancement and development. Find your joy here, every day.
We give you:
Competitive compensation with paid training
Open communication and an amazingly positive staff
Managers who value input from their employees—we believe in you!
A friendly, inviting work environment
Work that feels like a second home with family events hosted by Jovia!
Leaders who are involved, transparent and coach you
Professional development and a perfect atmosphere for learning
Fun social activities to nurture creativity and teamwork
Business casual dress with annual corporate gear allowance!
Great benefits – Med/Dent/401K/pension, and tuition reimbursement and more (Full Time employees)
School Loan Repayment & Gym Reimbursement (Full Time employees). New in 2020!
Respond to calls coming into the Escalations queue and as needed, walk the floor to resolve escalated tickets from TMSRs utilizing the red cup app. Decide best course of resolution to maximize the member experience.
Assist TMSRs with navigation of systems, locating forms, using GURU, and explaining products, services, processes, and procedures needed to service members, with a focus on goal attainment and maximizing the member experience.
Train and coach new TMSR’s as needed.
Conduct required research, follow-up with members within 24 business hours and until resolution has been achieved.
Work with other organizational partners and management throughout the Credit Union to obtain proper resolution for member escalated issues.
The Member Experience Support Lead is among the first line of escalation within the Contact Center. This team should use effective skills to diffuse member emotions and reassure members that inquiry will be handled appropriately.
When needed, act as liaison with other departments, to obtain member resolution.
Handle member and non-member telephone calls, as needed, regarding multiple inquiry types, including but not limited to: Credit Union products and services, credit card, real estate and account/loan/line specific information and account/loan/line specific transactions (transfers, withdrawals, advances, payments, check orders, reactivations, escrow inquiries, password & PIN resets etc.)
Ensure all email is read in a timely manner and keep up to date on all current events, promotions, and policy/procedure updates. Monitor and resolve email tasks sent to shared escalation mailbox.
Support Contact Center Management team with, e-mail support, scripters, live chat support, and projects, as needed
Maintain proficiency with all software packages and systems used in the department which also includes Home Banking, Bill Pay, Mobile Banking and Payment Manager in order to resolve daily issues encountered and recommend updates to the systems and the manner in which they are used in the department.
Check department Teller Totals periodically throughout the day and at the end of the workday to ensure the department has no differences in FSBA. Assist TMSR’s in resolving any Teller Total differences that are identified.
What we need from you:
College degree preferred and/or minimum three years relevant experience in the financial industry or in a customer service Contact Center environment. Previous sales experience is preferred in the financial services industry.
Should have previous leadership experience or worked one year as a TMSR 2 and maintained a 3.8 or better rating and display appropriate leadership qualities.
Outstanding phone demeanor and ability to demonstrate effective leadership skills with a minimum of supervision.
Excellent verbal communication skills including the ability to handle difficult members with tact, empathy, and professionalism.
Knowledge of Windows, Word and Excel is desirable. Internet experience is desired.
Must achieve Board of Directors approval for Level 1 Lending authority within 3 months.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
