Contact Center MSR II - 100% Remote (Must reside in San Joaquin Valley or Fresno, CA)
Company: Golden 1 Credit Union
Posted on: November 19, 2021
JOB TITLE: Contact Center MSR IIDEPARTMENT: Member Service
Contact Center (MSCC)STATUS: Non-ExemptJOB CODE: 1104LOCATION: 100%
Remote (Must reside in San Joaquin Valley or Fresno, CA)GENERAL
DESCRIPTION:This Member Service Representative II is an energetic
and goal-oriented individual who has a passion for service
excellence; providing exceptional service, utilizing effective call
handling techniques to create a positive and memorable experience.
The MSR II responds accurately to member inquiries by telephone in
English and Spanish languages (if certified). The MSR II
effectively navigates software applications and simultaneously
works multiple screens while resolving member concerns. The ideal
candidate will proactively engage members to achieve their
financial goals in a consultative approach as part of the solution
to their inquiry.TASKS, DUTIES, FUNCTIONS:1. Demonstrates advanced
Credit Union knowledge, ability to resolve complex issues and
escalations with minimum guidance.2. Learn and retain an
exceptional working knowledge of products and services.3. Meet and
achieve established performance standards commensurate to grade
level, with phone efficiency and quality in a fast-paced
environment.4. Demonstrates understanding of member needs, concerns
and or frustrations and respond by demonstrating care, concern and
an appropriate sense of urgency.5. Demonstrate a thorough
understanding of state and federal laws and regulations related to
credit union compliance including bank secrecy and anti-money
laundering laws appropriate to the position.6. Demonstrate superior
product knowledge recommending products/services to meet the
member's needs.7. Identify, investigate, and resolve basic and
complex member concerns, as well as process and complete member
transactions in a timely and efficient manner.8. Identify and
report fraudulent activity to prevent potential loss to Credit
Union.9. Update member and Credit Union account information
efficiently and accurately.10. Educate member on products in an
effort to retain and enhance member loyalty.11. Maintains ownership
with the majority of their calls, requiring minimal guidance from
Support.12. Ability to de-escalate situations, looking from several
points of view and applying good judgement and critical thinking to
resolve the situation.13. Assist members with Online /Mobile
Banking complex issues and Mobile Wallet set-up.14. Ability to open
Sub shares.15. Complete Regulatory Training Modules as required.16.
Model Golden 1 core values.17. Perform other duties as
assigned.PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE
PERFORMANCE OF THESE TASKS:1. Effective oral and written
communication skills required to ensure an exceptional member
experience.2. Must possess sufficient manual dexterity to
skillfully operate an on-line computer terminal and other standard
office equipment, such as financial calculators, personal computer,
and telephone.ORGANIZATIONAL CONTACTS & RELATIONSHIPS:1. INTERNAL:
All levels of management and staff.2. EXTERNAL: Members, potential
members, peers in other departments or branches.QUALIFICATIONS:1.
EDUCATION: Successful completion of High School curriculum or GED.
Some college preferred, not required.2. EXPERIENCE: One year
customer service experience in a contact center environment and/or
2+ years financial services experience. Member relationship
building experience preferred, not required.KNOWLEDGE/SKILLS:1.
Strong oral and written communication skills acquired through
experience in a Retail setting or through a financial background.2.
Ability to converse, demonstrate sincere concern, and build rapport
while resolving problems and offering solutions to inquiries in
English and/or Spanish with callers.3. Must be able to multi-task
and work independently.4. Meet performance standards commensurate
to grade level with efficiency and quality. Skill testing related
to product knowledge (PKOR).5. Ability to effectively and
efficiently utilize all systems required to resolve member issues
related to online banking and mobile wallet troubleshooting.6.
Ability to effectively and efficiently utilize all systems required
to open new sub accounts.7. Ability to demonstrate good decision
making and obtaining guidance for situations as needed.8. Knowledge
of intranet/internet.9. Bilingual skills a plus -
English/Spanish.PHYSICAL REQUIREMENTS:1. Prolonged sitting
throughout the workday with occasional mobility required.2.
Corrected vision within the normal range.3. Hearing within normal
range. A device to enhance hearing will be provided if needed.4.
Must possess sufficient manual dexterity to skillfully operate an
on-line computer terminal and other standard office equipment,
including a financial calculator, personal computer, facsimile
machine and telephone.5. Occasional movements throughout the
department daily to interact with staff, accomplish tasks,
Keywords: Golden 1 Credit Union, Antioch , Contact Center MSR II - 100% Remote (Must reside in San Joaquin Valley or Fresno, CA), Other , Antioch, California
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