Contact Center Member Service Representative II
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Job Description
Remote Contact Center MSR II serving Golden 1 Credit Union members. Resolving complex banking inquiries, transactions, fraud concerns, and mobile banking issues.
Responsibilities:
- Resolve complex member issues and escalations with minimal guidance
- Learn and retain knowledge of products and services
- Meet established phone efficiency and quality performance standards
- Respond to member needs, concerns, and frustrations with care and appropriate urgency
- Recommend products and services to meet member needs
- Identify, investigate, and resolve member concerns
- Process and complete member transactions efficiently
- Identify and report fraudulent activity
- Update member and Credit Union account information accurately
- Educate members on products to retain and enhance loyalty
- Take ownership of the majority of calls with minimal Support guidance
- De-escalate situations using judgment and critical thinking
- Assist with complex Online/Mobile Banking issues and Mobile Wallet setup
- Open Sub shares
- Complete Regulatory Training Modules
- Model Golden 1 Core Values
- Perform other duties as assigned
Requirements:
- Contact center experience required
- Candidates must be local to the Sacramento, CA area
- H.S. Diploma or General Education Degree (GED) required
- Some college preferred
- 1+ years customer service experience in a contact center environment required
- 2+ years financial services experience required
- Member relationship building experience preferred
- Advanced Credit Union knowledge
- Thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws
- Ability to resolve complex issues and escalations with minimal guidance
- Ability to meet phone efficiency and quality performance standards in a fast-paced environment
- Ability to identify, investigate, and resolve basic and complex member concerns
- Ability to identify and report fraudulent activity
- Ability to assist with complex Online/Mobile Banking issues and Mobile Wallet setup
- Ability to open Sub shares
- Ability to complete required Regulatory Training Modules
Benefits:
- Comprehensive compensation package
- Well-being and work-life balance programs
- Career development and growth
- Rewards and recognition
- Commitment to Diversity, Equity and Inclusion
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