Contact Center Member Service Rep. II
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use - for any list of duties/requirements/benefits, and
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences.
We need to parse the posting.
Content:
- About MCU: description of company, mission, vision, overview of role.
- Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.
- Responsibilities: bullet list (specific duties include, but are not limited to, the following: ...). Many bullet points.
- Requirements: bullet list (1-2 years’ Call Center experience, Retail banking experience is a plus, Availability to work overtime and Saturdays as required, Ability to work onsite for the first 6 months, then a hybrid model is implemented.)
- Competencies: bullet list (Proficiency in Microsoft Office Suite, Excellent member service skills, Strong research and problem-solving skills, Excellent interpersonal, oral and written communication skills, Ability to multi-task; good time management skills, Highly ethical)
- Why you’ll be a good fit: description of core values.
- Why You’ll Love Working Here: includes pay range, attendance bonus, 401(k) with 8% employer contribution per pay period, overtime eligibility. Benefits: Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.
- Then EEO boilerplate etc to remove.
We need to decide sections: About MCU could be "About the role"? Actually they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have "About MCU" which is about company, not role. Could map to "About the role"? Might be okay to use "About the role" heading and put the company overview there. Or we could use "About MCU" as heading but they said use those examples, not strict. Probably we should use "About the role" heading and include the company overview and role overview.
We have responsibilities list: we can put under
Responsibilities
with - items.
Requirements: under
Requirements
with - .
Competencies: could be under
Skills
(they gave Skills as example). Or we could have Qualifications but we already have Requirements. Use Skills.
Why you’ll be a good fit: maybe not needed as separate section; could be omitted if not matching headings. Could be part of About the role? But it's about core values. Might be considered fluff but it's substantive. Could include under a heading like "About the role" as part of prose.
Why You’ll Love Working Here: includes Pay and Benefits. We need separate sections for Pay and Benefits if they have specific content. Pay: they give pay range $20-38.05/hr, attendance bonus, 401(k) with 8% employer contribution per pay period, overtime eligibility. That's specific. Benefits: Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually. So we should create Pay
and Benefits
. Schedule: not mentioned besides availability to work overtime and Saturdays as required, ability to work onsite first 6 months then hybrid. That's schedule info but not explicit schedule like shift times. Could we create Schedule section? The posting mentions availability to work overtime and Saturdays as required, ability to work onsite for the first 6 months, then a hybrid model is implemented. That's schedule-related. Could include under Schedule heading. But they said only create Schedule section if posting actually states them. It does state availability to work overtime and Saturdays as required, and hybrid model. So we can include Schedule.
Qualifications: we have Requirements and maybe Qualifications overlapping. Could combine Requirements and Qualifications but we already have Requirements. Could also have Qualifications separate but we might not need both. Prefer few substantive sections.
Thus sections: About the role (company overview + role overview), Responsibilities, Requirements, Skills (competencies), Pay, Benefits, Schedule.
We need to ensure we don't repeat job title. No metadata like Job ID.
We need to remove EEO boilerplate etc.
Now format: Use for each heading. Use
for prose paragraphs. Use
- for lists.
We need to preserve all substantive information: ensure we include all bullet points from responsibilities, requirements, competencies, pay, benefits, schedule.
Let's extract details.
About MCU paragraph: "At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures."
We can combine into prose.
Responsibilities bullet list: Let's list each bullet:
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
- Maintain comprehensive knowledge of MCU products and services.
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
- Cross-sell additional products and services to best fit member need(s).
- Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
- May train new MSRs for basic transactions and inbound service calls.
- Back up other queues as necessary (general queue and queues less complex, when call volume dictates).
- May help answer member emails or chats, as necessary
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Perform other duties as required
Requirements bullet list:
- 1-2 years’ Call Center experience
- Retail banking experience is a plus
- Availability to work overtime and Saturdays as required
- Ability to work onsite for the first 6 months, then a hybrid model is implemented.
Competencies/Skills bullet list:
- Proficiency in Microsoft Office Suite
- Excellent member service skills
- Strong research and problem-solving skills
- Excellent interpersonal, oral and written communication skills
- Ability to multi-task; good time management skills
- Highly ethical
Pay section: "The pay range for this position is between $20-38.05/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility."
We could list as bullet list: Pay range $20-38.05/hr; attendance bonus; 401(k) with 8% employer contribution per pay period; overtime eligibility.
Benefits: "Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually."
Schedule: from requirements: Availability to work overtime and Saturdays as required; Ability to work onsite for the first 6 months, then a hybrid model is implemented.
We could also include that in Schedule section.
Now produce HTML.
We must not include any markdown fences. Just raw HTML.
Let's craft:
About the role
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows. Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures. Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.
Responsibilities
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set
for prose. Do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short
or drop it. Preserve ALL substantive information; do NOT invent or summarize away detail. Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. IMPORTANT: include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g. "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. Prefer a few substantive sections over many thin ones. Output ONLY the HTML fragment — no /, no markdown code fences. We need to parse the posting. Content: - About MCU: description of company, mission, vision, overview of role. - Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures. - Responsibilities: bullet list (specific duties include, but are not limited to, the following: ...). Many bullet points. - Requirements: bullet list (1-2 years’ Call Center experience, Retail banking experience is a plus, Availability to work overtime and Saturdays as required, Ability to work onsite for the first 6 months, then a hybrid model is implemented.) - Competencies: bullet list (Proficiency in Microsoft Office Suite, Excellent member service skills, Strong research and problem-solving skills, Excellent interpersonal, oral and written communication skills, Ability to multi-task; good time management skills, Highly ethical) - Why you’ll be a good fit: description of core values. - Why You’ll Love Working Here: includes pay range, attendance bonus, 401(k) with 8% employer contribution per pay period, overtime eligibility. Benefits: Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually. - Then EEO boilerplate etc to remove. We need to decide sections: About MCU could be "About the role"? Actually they said use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have "About MCU" which is about company, not role. Could map to "About the role"? Might be okay to use "About the role" heading and put the company overview there. Or we could use "About MCU" as heading but they said use those examples, not strict. Probably we should use "About the role" heading and include the company overview and role overview. We have responsibilities list: we can put under
Responsibilities
with- items.
Requirements: under
Requirements
with- .
Competencies: could be under
Skills
(they gave Skills as example). Or we could have Qualifications but we already have Requirements. Use Skills. Why you’ll be a good fit: maybe not needed as separate section; could be omitted if not matching headings. Could be part of About the role? But it's about core values. Might be considered fluff but it's substantive. Could include under a heading like "About the role" as part of prose. Why You’ll Love Working Here: includes Pay and Benefits. We need separate sections for Pay and Benefits if they have specific content. Pay: they give pay range $20-38.05/hr, attendance bonus, 401(k) with 8% employer contribution per pay period, overtime eligibility. That's specific. Benefits: Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually. So we should createPay
andBenefits
. Schedule: not mentioned besides availability to work overtime and Saturdays as required, ability to work onsite first 6 months then hybrid. That's schedule info but not explicit schedule like shift times. Could we create Schedule section? The posting mentions availability to work overtime and Saturdays as required, ability to work onsite for the first 6 months, then a hybrid model is implemented. That's schedule-related. Could include under Schedule heading. But they said only create Schedule section if posting actually states them. It does state availability to work overtime and Saturdays as required, and hybrid model. So we can include Schedule. Qualifications: we have Requirements and maybe Qualifications overlapping. Could combine Requirements and Qualifications but we already have Requirements. Could also have Qualifications separate but we might not need both. Prefer few substantive sections. Thus sections: About the role (company overview + role overview), Responsibilities, Requirements, Skills (competencies), Pay, Benefits, Schedule. We need to ensure we don't repeat job title. No metadata like Job ID. We need to remove EEO boilerplate etc. Now format: Usefor each heading. Use
for prose paragraphs. Use
- for lists.
We need to preserve all substantive information: ensure we include all bullet points from responsibilities, requirements, competencies, pay, benefits, schedule.
Let's extract details.
About MCU paragraph: "At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures."
We can combine into prose.
Responsibilities bullet list: Let's list each bullet:
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
- Maintain comprehensive knowledge of MCU products and services.
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
- Cross-sell additional products and services to best fit member need(s).
- Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
- May train new MSRs for basic transactions and inbound service calls.
- Back up other queues as necessary (general queue and queues less complex, when call volume dictates).
- May help answer member emails or chats, as necessary
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Perform other duties as required
Requirements bullet list:
- 1-2 years’ Call Center experience
- Retail banking experience is a plus
- Availability to work overtime and Saturdays as required
- Ability to work onsite for the first 6 months, then a hybrid model is implemented.
Competencies/Skills bullet list:
- Proficiency in Microsoft Office Suite
- Excellent member service skills
- Strong research and problem-solving skills
- Excellent interpersonal, oral and written communication skills
- Ability to multi-task; good time management skills
- Highly ethical
Pay section: "The pay range for this position is between $20-38.05/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility."
We could list as bullet list: Pay range $20-38.05/hr; attendance bonus; 401(k) with 8% employer contribution per pay period; overtime eligibility.
Benefits: "Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually."
Schedule: from requirements: Availability to work overtime and Saturdays as required; Ability to work onsite for the first 6 months, then a hybrid model is implemented.
We could also include that in Schedule section.
Now produce HTML.
We must not include any markdown fences. Just raw HTML.
Let's craft:
About the role
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows. Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures. Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.
Responsibilities
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set
- for lists.
We need to preserve all substantive information: ensure we include all bullet points from responsibilities, requirements, competencies, pay, benefits, schedule.
Let's extract details.
About MCU paragraph: "At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people. Our Mission: To help hard-working New Yorkers build better tomorrows Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures."
We can combine into prose.
Responsibilities bullet list: Let's list each bullet:
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
- Maintain comprehensive knowledge of MCU products and services.
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
- Cross-sell additional products and services to best fit member need(s).
- Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
- May train new MSRs for basic transactions and inbound service calls.
- Back up other queues as necessary (general queue and queues less complex, when call volume dictates).
- May help answer member emails or chats, as necessary
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Perform other duties as required
Requirements bullet list:
- 1-2 years’ Call Center experience
- Retail banking experience is a plus
- Availability to work overtime and Saturdays as required
- Ability to work onsite for the first 6 months, then a hybrid model is implemented.
Competencies/Skills bullet list:
- Proficiency in Microsoft Office Suite
- Excellent member service skills
- Strong research and problem-solving skills
- Excellent interpersonal, oral and written communication skills
- Ability to multi-task; good time management skills
- Highly ethical
Pay section: "The pay range for this position is between $20-38.05/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility."
We could list as bullet list: Pay range $20-38.05/hr; attendance bonus; 401(k) with 8% employer contribution per pay period; overtime eligibility.
Benefits: "Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually."
Schedule: from requirements: Availability to work overtime and Saturdays as required; Ability to work onsite for the first 6 months, then a hybrid model is implemented.
We could also include that in Schedule section.
Now produce HTML.
We must not include any markdown fences. Just raw HTML.
Let's craft:
- .
Competencies: could be under