TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE III - PHONE
STATUS: NON-EXEMPT
REPORT TO: MSCC SUPERVISOR
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
JOB CODE: 1202
PAY SCALE: $26.50 - $26.50 HOURLY
GENERAL DESCRIPTION:
The Member Service Representative III - Phone is responsible for assisting Golden 1 members and potential members with various financial needs, services, and intake of credit applications. The ideal candidate will proactively engage with members as a trusted advisor in helping to achieve their financial goals in a consultative fashion. They will work with MSCC leadership to consistently improve in an effort to provide unmatched and exceptional member service. They are adept at listening and partnering with members to take actions that match their needs. Members of this team will also support calls from the front-line staff where the caller failed authentication. The MSR III-Phone will use advanced authentication methods to authenticate the caller. This team will actively strive to retain members who are seeking to close their accounts by asking probing questions, understanding their needs, and making relevant recommendations based on their use.
TASKS, DUTIES, FUNCTIONS:
- Demonstrates advanced Credit Union knowledge, ability to resolve complex issues 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 and intake new Membership applications.
- Complete Regulatory Training Modules as required.
- Model Golden 1 core values of Integrity, Service Excellence, Inclusion and Reliability.
- Engage with members and consumers to identify and uncover needs and provide solutions that will enhance each member’s financial wellness.
- Quickly identifies products, services and technologies that are the best fit for the member and maintains a focus on deepening relationships with members.
- Leverages technology to educate members on the emerging digital products and services we offer.
- Responsible for taking and routing credit applications.
- Knowledge of auto purchasing, lease buy out, private party and dealerships.
- Achieve performance standards corresponding to grade level.
- Awareness of different types of loan fraud and how to report suspicious patterns.
- Maintain 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.
- Perform other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESETASK:
- Effective oral and written communication skills required to ensure exceptional member experience.
- Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.
ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
- INTERNAL:All levels of management and staff.
- EXTERNAL:Members, potential members, peers in other departments or branches.
QUALIFICATIONS:
- EDUCATION:Successful completion of High School curriculum or GED. Some college preferred, not required.
- EXPERIENCE:One year customer service experience and/or 1-2 years financial services experience. Member relationship building experience preferred, not required.
- Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background.
- Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and taking actions to inquiries in English and/or Spanish with callers.
- Must be able to multi-task and work independently.
- Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting.
- Ability to demonstrate good decision making and obtaining guidance for situations as needed.
- Knowledge of intranet/internet.
- Knowledge of California Credit Union laws and regulations.
- Reliable work attendance.
- Professional (verbal and written communication).
PHYSICAL REQUIREMENTS:
- Prolonged sitting throughout the workday with occasional mobility required.
- Corrected vision within the normal range.
- Hearing within normal range. A device to enhance hearing will be provided if needed.
- Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
- Our Member Service Contact Center team’s operating hours are Monday through Friday 7:20am to 6:30pm and Saturday 8:30am to 5:00pm. Schedules are assigned based on business needs and are subject to change.
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.
REV. 08/06/2024
