Quorum Federal Credit Union is looking to innovate and improve its digital service technologies, including chatbot, phone voice response, workflows, and AI assistants, to enhance member and partner engagement and provide seamless self-service experiences.
Requirements
- 1 – 3 years of chatbot, phone or customer interaction workflow design experience.
- Proven knowledge of the design and tuning of automated conversational workflows. Experience with the Glia platform preferred.
- Proven record of effectively interpreting data to enhance business processes.
- Demonstrated experience with technical requirements gathering and end-to-end process development.
- PC proficient including Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) and the Internet.
- Digital Proficiency- Possesses knowledge and skills to effectively utilize digital technology. Able to retrieve, compare, evaluate, and integrate information in various formats.
- Stable internet connection with speeds high enough for video conferencing and screen sharing
Responsibilities
- Leverages chatbot and phone technology systems and artificial intelligence to provide seamless self-service experiences and proactively eliminate issues that lead to member and partner dissatisfaction and unnecessary inbound calls.
- Conceptualizes and iterates on high quality end-to-end designs for conversational user interfaces and content, including reactive and proactive outreach.
- On-going AI model training to improve platforms’ accuracy rates in understanding human interactions and to ensure overall platform accuracy and containment rates.
- Envisions, designs, illustrates, tests and validates digital services conversational behaviors. Works with related stakeholders to implement identified changes. Maintains documentation on functionality and set up.
- Uses data-driven approaches to recognize conversational patterns and proactively optimizes and tunes workflows to increase self-service usage, efficiency, and member satisfaction.
- Establishes standards, creates reports, and monitors quantitative and qualitative metrics to help achieve excellent service for members and/or partners.
- Stays abreast of the latest developments in artificial intelligence, machine learning and related technologies to extend edge in digital customer service.
Other
- Service Orientation- Anticipates and meets the needs of both internal (peers) and external (loan sale partners) customers; understands what is needed by the customer and how it should be delivered.
- Creative (fresh thinking, people who can figure out how to do things nobody else is doing, innovation).
- Relationship Building- Able to develop, maintain and strengthen relationships with others inside or outside of the organization who can provide information, assistance, and support.
- Adaptive Thinking- Able to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies; produces solutions and responses beyond that which is routine, or rule based.
- Excellent Written and Verbal Communication Skills
