Remote Contact Center Member Service Representative II - (LA County or Surrounding Area) - CA Only

Overview

TITLE : CONTACT CENTER MEMBER SERVICE REPRESENTATIVE II

STATUS : NON-EXEMPT

REPORT TO : MSCC SUPERVISOR

DEPARTMENT : MEMBER SERVICE CONTACT CENTER

JOB CODE : 1104

PAY SCALE : $21.50 - $21.50 HOURLY

Note : Must have contact center experience with banking experience being a plus

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 on 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.

Responsibilities

• Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance.
• Learn and retain an exceptional working knowledge of products and services.
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.
• Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency.
• 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. Demonstrate superior product knowledge recommending products / services to meet the member's needs.
• Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.
• Identify and report fraudulent activity to prevent potential loss to Credit Union.
• Update member and Credit Union account information efficiently and accurately.
• Educate members on products in an effort to retain and enhance member loyalty.
• Maintains ownership with the majority of their calls, requiring minimal guidance from Support.
• Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.
• Assist members with Online / Mobile Banking complex issues and Mobile Wallet set-up.
• Ability to open Sub shares.
• Complete Regulatory Training Modules as required.
• Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion.
• Perform other duties as assigned.

Physical skills, abilities, and exertion utilized in the performance of these tasks

Organizational contacts & relationships

Qualifications

Physical requirements

Licenses / Certifications

None

THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

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