Contact Center Member Service Rep. II

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)
• 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

Requirements

• 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