Contact Center MSR II (Part-Time)

<div>TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE II STATUS: NON-EXEMPT  REPORT TO: MSCC SUPERVISOR  DEPARTMENT: MEMBER SERVICE CONTACT CENTER  JOB CODE: 1104  </div>
<div>PAY SCALE: $21.50 HOURLY</div>
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<div>Must have contact center experience with banking experience being a plus</div>
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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.
TASKS, DUTIES, FUNCTIONS:
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Learn and retain an exceptional working knowledge of products and services.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency.</li>
<li style="margin: 0in 0in 0.55pt 0px; line-height: 109%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">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.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Identify and report fraudulent activity to prevent potential loss to Credit Union.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Update member and Credit Union account information efficiently and accurately.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Educate members on products in an effort to retain and enhance member loyalty.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Maintains ownership with the majority of their calls, requiring minimal guidance from Support.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to open Sub shares.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Complete Regulatory Training Modules as required.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Perform other duties as assigned.</li>
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PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Effective oral and written communication skills required to ensure exceptional member experience.</li>
<li style="margin: 0in 0in 7.6pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">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.</li>
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ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">INTERNAL: All levels of management and staff. </li>
<li style="margin: 0in 0in 6.3pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">EXTERNAL: Members, potential members, peers in other departments or branches. </li>
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QUALIFICATIONS:
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">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.</li>
<li style="margin: 0in 0in 0.85pt 0px; line-height: 108%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">KNOWLEDGE / SKILLS:</li>
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Must be able to multi-task and work independently.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Meet performance standards commensurate to grade level with efficiency and quality.  Skill testing related to product knowledge. </li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to effectively and efficiently utilize all systems required to open new sub accounts.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to demonstrate good decision making and obtaining guidance for situations as needed.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Knowledge of intranet/internet.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Aptitude for learning a variety of computer systems and using technology to solve member issues. </li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Ability to navigate multiple computer systems, applications, and utilize search tools to find information.      </li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Bilingual skills a plus - English/Spanish.</li>
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PHYSICAL REQUIREMENTS:
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<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Prolonged sitting throughout the workday with occasional mobility required.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Corrected vision within the normal range.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Hearing within normal range. A device to enhance hearing will be provided if needed.</li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">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.</li>
<li style="margin: 0in 0in 7.6pt 0px; line-height: 112%; font-size: 12pt; font-family: arial, helvetica, sans-serif; color: black;">Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.</li>
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*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.
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Contact Center MSR II (Part-Time) - Remote in CA only

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