Contact Center MSR II

J  o  b    D  e  s  c  r  i  p  t  i  o  n

THE DETAILS

Job Code:

1104

Grade:

15H

Status:

Non-exempt

POSITION AND PURPOSE

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.

WHO WE ARE

Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.

WHO YOU ARE

THE WORK

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Demonstrates advanced Credit Union knowledge, ability to resolve complex issues and escalations with minimum guidance.

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Learn and retain an exceptional working knowledge of products and services.

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Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.

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Demonstrates understanding of member needs, concerns and frustrations and respond by demonstrating care, concern and an appropriate sense of urgency.

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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.

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Demonstrate superior product knowledge recommending products/services to meet the member’s needs.

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Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.

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Identify and report fraudulent activity to prevent potential loss to Credit Union.

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Update member and Credit Union account information efficiently and accurately.

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Educate member on products in an effort to retain and enhance member loyalty.

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Maintains ownership with the majority of their calls, requiring minimal guidance from Support.

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Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.

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Assist members with Online/Mobile Banking complex issues and Mobile Wallet set-up.

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Ability to open Sub shares.

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Complete Regulatory Training Modules as required.

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Model Golden 1 core values.

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Perform other duties as assigned.

QUALIFICATIONS

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H.S. Diploma or General Education Degree (GED) required

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Some college preferred

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1+ years customer service experience in a contact center environment required

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2+ years financial services experience required

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Member relationship building experience preferred

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Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background.

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Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers.

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Must be able to multi-task and work independently.

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Meet performance standards commensurate to grade level with efficiency and quality. Skill testing related to product knowledge (PKOR).

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Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting.

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Ability to effectively and efficiently utilize all systems required to open new sub accounts.

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Ability to demonstrate good decision making and obtaining guidance for situations as needed.

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Knowledge of intranet/internet.

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Bilingual skills a plus - English/Spanish.

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None required

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Takes Initiative - Owns tasks and responsibilities 

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Delivers Results with Agility - Meets deadlines and adapts

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Collaborates Across Teams - Works well within the team Solves Problems Proactively

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Handles day-to-day challenges Builds Trust and Credibility - Demonstrates reliability 

ORGANIZATIONAL CONTACTS AND RELATIONSHIPS

INTERNAL:

All levels of management and staff.

EXTERNAL:

Members, potential members, peers in other departments or branches.

WORKING CONDITIONS

Work time includes weekend and after-hours time, based on organizational needs. This position works in-office where working conditions, lighting, temperature, audio, and workspace are all sufficient.

PHYSICAL REQUIREMENTS

Work requires the ability to constantly operate a computer and the ability to read, type, and communicate. Work may require the ability to move work-related supplies weighing up to 10-15 pounds.

DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.

DECLARATION/ACKNOWLEDGEMENT

This job description outlines the essential functions and physical/mental requirements necessary to perform this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.