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SalaryStart a Rewarding Career with Alliant:
Qualifications:
Years of Experience:
In this role, you will provide support to internal and external customer inquiries via telephone and processing high volume transactions. The Operations Specialist reports to the Supervisor of Operations Support and functions as a service and support liaison, effectively articulating the needs of internal/external customers to the appropriate department(s). You will cross train across functions and assists in identifying and implementing process improvement opportunities based on intra-departmental dependencies and general observations of work structure across departments.
Responsibilities: - Provides a positive customer support experience while building relationships through deep problem understanding, ensuring timely resolution or escalation, communication promptly on progress, and handling customers professionally.
- Responds to inquiries via tools such as phone/email/Synapsys while maintaining agreed upon Service Level Agreements (SLAs) including Reponses to non-routine member issues and escalated member concerns from internal customers.
- Processes assigned transactions with efficiency to meet expectations for the assigned desk.
- Serves as the single point of contact to resolve immediate member issues/concerns across.
- Collaborates across teams to ensure policy and procedural manuals are complete and accurate.
- Support of functions across Operations
- Assists management with intermittent department oversight.
- Assists management in identifying opportunities to increase service quality and escalates high-level member issues and concerns to internal business partners.
- Edits and approves knowledge base content and support frontline training efforts as assigned by management.
- Investigates target areas to analyze and uncover potential enhancement opportunities of current operational procedures, business life cycles and frontline engagement. Maintains industry knowledge by sharing and implementing best practices.
- Researches and determines emerging industry trends or concepts utilizing open source information with strict adherence to regulatory standards.
Synthesizes and quantifies observations into actionable insights and useful outputs through reports or presentations to effectively outline value propositions to business owners. - Delivers information collected among key stakeholders suited to influence strategic objectives and members alike and ensures appropriate follow up action plans are enacted.
- Adds solutions to backlog and continuously refines assigned user stories throughout planning, sprint development and deployment.
- Facilitates end user readiness of transformed procedures or processes by disseminating updated training resources.
Qualifications:
Education:
- High school diploma or equivalent - minimum
Years of Experience:
- 5 years - Customer Service or related - minimum
You will benefit from:
- Competitive medical, dental, and free vision benefits
- Paid parental leave
- Competitive compensation plan
- Gym memberships discounts
- Generous PTO and banking holidays off
- Tuition reimbursement
- 401k with immediate employer match and vesting
Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
