Job Description

Altra Federal Credit Union is looking to add a Member Contact Specialist to our Member Contact Center! As a Member Contact Specialist , you will serve as the first point of contact for members, providing exceptional service and support through various communication channels, including telephone, email, fax, and live chat. This fast-paced role is responsible for addressing member inquiries, resolving issues, and ensuring member satisfaction while upholding the values and service standards of Altra!

Key Responsibilities

• Respond to member inquiries promptly via telephone, email, fax, and live chat, 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 member 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 of 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, GED or HSED is required.
• One (1) year of customer service or member support experience is required, preferably in a call center / contact Center.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and multitasking abilities.
• Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred.
• 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.

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).

Availability

• This position is 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.
• Our Member Contact Centers are located in Onalaska, WI and Tyler, TX, however, work from home / remote opportunities can be considered for those candidates who live within Altra’s approved remote states: CO, FL, GA, IA, MI, MN, NJ, NC, TN, TX, and WI .

Pay and Benefits:

• Hourly pay starting at $18.00 per hour, based on experience
• Plus, incentive / commission plan, as earned
• 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
• Paid time off, volunteer time off, paid holidays and your birthday off (paid)!
• Employee-only perks and discounts

Why work at Altra?

• Commitment to community engagement with a focus on youth initiatives; diversity, equity, and inclusion; financial literacy; and Altra Gives Back campaigns, focused on giving back to the communities we serve!
• Professional growth and advancement opportunities – job shadows, FBLA (Future Business Leaders of Altra) and peer mentorship programs, on-site training, tuition assistance, and our very own Altra University.
• An Innovative and forward-thinking culture driven by our dedicated Business Innovation team.
• An award-winning wellness program that promotes a work life balance and healthy living! Monthly challenges, employee assistance, care coaches, membership discounts, and more!

Altra is proud to be a Great Place to Work® certified company six 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 life!

We support diversity in the workplace and are an Equal Opportunity Employer. Come join our team, it’s where YOU belong!

Experience

• One (1) year of customer service or member support experience is required, preferably in a call center / contact Center.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and multitasking abilities.
• 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.

• Proficiency in using CRM systems, Microsoft Office Suite, and other relevant office tools, would be preferred.

Education

• High School or GED or better

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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