Contact Center MSR II - Remote - CA Only - Central Valley

Posted 2025-08-23
Remote, USA Full Time Immediate Start
<div><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE II</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>STATUS: NON-EXEMPT&nbsp;</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>REPORT TO: MSCC SUPERVISOR&nbsp;</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>DEPARTMENT: MEMBER SERVICE CONTACT CENTER&nbsp;</strong></span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>JOB CODE: 1104&nbsp;</strong></span><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><strong><u><br></u></strong></span></div>
<div><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>PAY SCALE: $21.50 - $21.50 HOURLY</strong></span></div>
<div>&nbsp;</div>
<div><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><span data-teams="true">Must have contact center experience with banking experience being a plus</span></strong></span></div>
<div>&nbsp;</div>
<div>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>GENERAL DESCRIPTION:</u></strong></span></p>
<p style="margin: 0in 0in 7.7pt 0.5pt; text-indent: -0.5pt; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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).&nbsp; 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.</span></p>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>TASKS, DUTIES, FUNCTIONS:</u></strong></span></p>
<ul style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Learn and retain an exceptional working knowledge of products and services.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency.</span></li>
<li style="margin: 0in 0in 0.55pt 0px; line-height: 109%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Identify and report fraudulent activity to prevent potential loss to Credit Union.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Update member and Credit Union account information efficiently and accurately.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Educate members on products in an effort to retain and enhance member loyalty.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Maintains ownership with the majority of their calls, requiring minimal guidance from Support.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to open Sub shares.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Complete Regulatory Training Modules as required.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Perform other duties as assigned.</span></li>
</ul>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE</u> <u>TASK:</u></strong></span></p>
<ol style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Effective oral and written communication skills required to ensure exceptional member experience.</span></li>
<li style="margin: 0in 0in 7.6pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li>
</ol>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>ORGANIZATIONAL CONTACTS &amp; RELATIONSHIPS:</u></strong></span></p>
<ol style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>INTERNAL:</strong><span style="line-height: 112%;"> </span>All levels of management and staff.<strong> </strong></span></li>
<li style="margin: 0in 0in 6.3pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>EXTERNAL:</strong><span style="line-height: 112%;"> </span>Members, potential members, peers in other departments or branches.<strong> </strong></span></li>
</ol>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>QUALIFICATIONS:</u></strong></span></p>
<ol style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>EDUCATION:</strong><span style="line-height: 112%;"> </span>Successful completion of High School curriculum or GED. Some college preferred, not required.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>EXPERIENCE:</strong><span style="line-height: 112%;"> </span>One year customer service experience in a contact center environment and/or 2+ years financial services experience. Member relationship building experience preferred, not required.</span></li>
<li style="margin: 0in 0in 0.85pt 0px; line-height: 108%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>KNOWLEDGE / SKILLS:</strong></span></li>
</ol>
<ul style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Must be able to multi-task and work independently.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Meet performance standards commensurate to grade level with efficiency and quality.&nbsp; Skill testing related to product knowledge.&nbsp;</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to effectively and efficiently utilize all systems required to open new sub accounts.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to demonstrate good decision making and obtaining guidance for situations as needed.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Knowledge of intranet/internet.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Aptitude for learning a variety of computer systems and using technology to solve member issues.&nbsp;</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ability to navigate multiple computer systems, applications, and utilize search tools to find information. &nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bilingual skills a plus - English/Spanish.</span></li>
</ul>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>PHYSICAL REQUIREMENTS:</u></strong></span></p>
<ol style="margin-bottom: 0in; margin-top: 0px;">
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Prolonged sitting throughout the workday with occasional mobility required.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Corrected vision within the normal range.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Hearing within normal range. A device to enhance hearing will be provided if needed.</span></li>
<li style="margin: 0in 0in 0.2pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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.</span></li>
<li style="margin: 0in 0in 7.6pt 0px; line-height: 112%; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.</span></li>
</ol>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong><u>LICENSES / CERTIFICATIONS:</u></strong></span></p>
<p style="margin: 0in 0in 7.95pt -0.25pt; line-height: 107%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">None</span></p>
<p style="margin: 0in 0in 8.05pt; text-indent: 0in; line-height: 107%; font-size: 10pt; font-family: Arial, sans-serif; color: black;">&nbsp;</p>
<p style="margin: 0in 0in 0.1pt -0.25pt; line-height: 108%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES </strong></span></p>
<p style="margin: 0in 0in 0in -0.25pt; line-height: 108%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER </strong></span></p>
<p style="margin: 0in 0in 7.9pt -0.25pt; line-height: 108%; text-indent: -0.5pt; font-size: 10pt; font-family: Arial, sans-serif; color: black;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>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.</strong></span></p>
<span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><strong><u><br></u></strong></span></div>
<div style="text-align: right;">&nbsp;</div>
<p><span style="font-family: arial, helvetica, sans-serif;"><!--_dfFormat_=html--></span></p>
Back to Job Board