• Social Media & Customer Service Specialist

    Job Location
    United States-IL-Rolling Meadows
    Work Status
    Full-Time
    Department
    Branch & Community Relationship
    FLSA Status
    Exempt
    Requisition ID
    2018-1906
  • Start a Rewarding Career with Alliant

    Why Alliant?

    We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.

     

    Over 90% of our employees say we are a great workplace that is focused on our mission, vision and the future of banking.

     

    What will your day look like?

    You will be responsible for providing prompt, accurate and friendly support to customers who contact Alliant via social media, including channels like Twitter, Facebook, LinkedIn and Instagram. You are writing concise and professional responses to online inquiries, while maintaining a consistent brand voice and tone. Strong written and interpersonal communication skills in both “one-to-one” and “one-to-many” situations are a must. You must be passionate about writing and social media, and understand the need for excellent social customer service.  This position requires the ability to deeply understand the nuances of Alliant’s products, policies, procedures and processes; to uphold excellent service standards; to respond efficiently to customer inquiries; and to maintain high customer satisfaction as measured by post-contact customer surveys and message/chat evaluations.

    Responsibilities

    Do you see yourself doing this?

    • Must be proactive, have the ability to work independently, and take the initiative to stay abreast of digital and social communication trends and tools
    • Independently research, respond to and report all escalated member issues that are received via social media
    • Independently handle routine and more complex member inquiries with a goal of first-point-of-contact resolution and limited escalation
    • Work cross-functionally with our Social Media and PR Specialist, Product, Marketing and other teams to ensure a cohesive voice of support and brand image
    • Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives
    • Actively identify and track trends, recurring issues and action plans to mitigate member impact; support permanent issue resolution across the organization as a result of identified trends and analysis

     

     

    Qualifications

    What makes you a great fit?

    You’ll be a great fit if in addition to the completion of a Bachelor’s degree and 3 years of experience in social care/social media customer service required, and you have:

    • Experience communicating via social networks, including Twitter, LinkedIn, Instagram and Facebook, in terms of one-to-one and one-to-many customer service
    • Professional business experience with social networking sites, blogs, mobile applications and online video required
    • Experience with third-party social media tools such as Sprinklr, Sprout Social or Hootsuite preferred
    • Excellent verbal and proven written communication skills

       

       

    When you’re happy, we’re happy!

    As a thank you for joining our team, you’ll benefit from:

    • Competitive medical, dental, and free vision benefits
    • Competitive compensation plan
    • Contributions towards gym memberships
    • Generous PTO and banking holidays off

     

    Still not convinced?

    We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.

     

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