EMPLOYMENT OPPORTUNITIES

Solutions Specialist (Call Center) - Full time & Part Time (Capital District) -

Job Description:

• Seeks ways to enhance the member experience in unexpected ways
• Empowered to say YES, creating raving fans of SEFCU
• Knows and lives SEFCU’s mission everyday through member service, teamwork, continuous improvement, change, fun and wellness
• Obsessed with member satisfaction, asking, “How can I give you outstanding service today?”
• Maintains consistency in attitude and behavior, exceeding expectations
• Works to make a specific impression on our members. That impression is Wowed, Overly Satisfied and makes the member feel that Everything’s Possible!
• Approaches all tasks with a “can-do” attitude understanding that there is no other kind of attitude.
• Speaks clearly and enthusiastically, uses appropriate grammar, restates and/or paraphrases, and expresses ideas concisely to ensure understanding.
• Notices and accurately interprets what members are feeling, based on their words, tone of voice, expressions, and other nonverbal behavior.
• Takes a personal interest in our members by asking about their concerns, interests, family, hobbies, etc. to develop relationships.
• Presents a cheerful, positive manner asking, “What is that ‘one more thing’ I can do for this member?”
• Takes ownership and sees the member’s need through from beginning to end.
• Exercises appropriate judgment in handling member situations.
• Responds in a positive manner with alternative solutions when a member’s initial request is not possible.
• Consistently demonstrates Performance Excellence Standards appropriate to the position.
• Knows and achieves key sales metrics.
• Takes pride in presenting a professional image.
• Consistently demonstrates a high level of accuracy in performing work processes and providing information to members.
• Shows initiative and takes action with an appropriate level of independence.
• Overall productivity meets or exceeds all operational standards.
• Attendance and punctuality are within SEFCU guidelines.
• Possesses strong job knowledge and applies it to superior solutions and service.
• Welcomes, supports, and participates in changes to policies and procedures and is supportive of management decisions.
• Demonstrates flexibility in working additional hours based on business needs.
• Volunteers for community activities, SEFCU events, special projects, and takes on additional assignments.
• Makes constructive suggestions for continuous improvement.
• Represents SEFCU as a responsible member of the community and maintains the highest ethical standards.