MCC Processor

Essential Functions & Responsibilities

• Handles MCC workflow through the workflow management system with Internal and External vendors. This includes but is not limited to card orders/replacements, account closures, card limit requests, transfers, loan payments, stop payments, statement/check copies, address changes, general maintenance, and other operational tasks as determined or other member assistance items.
• Follows up with overflow calls with external vendor and after-hour member calls.
• Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner to assist, resolve, and complete members' request.
• Completes in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical and transaction research, works with members and other resources to find answers and resolutions. Takes ownership of situations within authority limits or refers to others within the leadership team as needed. Processes transactional and research requests for the department from multiple channels. Provides analysis and trends to leadership for process improvement.
• Proficient in all phone queues; utilizing active and sharp listening skills and an unsurpassed customer service approach that matches Rogue’s ideals. Being at the forefront of calls, analyzes trends and patterns to provide feedback to the leadership team.
• Proactively performs other duties as needed or assigned.

Knowledge and Skills

• Experience: One year to three years of similar or related experience.
• Education: A high school education or GED.
• Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other entities (companies or individuals) becomes necessary and often requires the ability to influence or sell ideas or services to others.
• Other Skills: Excellent listening, verbal and written communication skills including professional telephone/on screen skills. Professional appearance/demeanor. Technical knowledge with good computer/keyboarding skills. 10 key calculators. Decision making skills with good judgment. Good eye for detail/quality. Excellent organizational and time management skills.

Physical Requirements

• Some adjusting or moving objects up to 30 pounds in all directions.
• Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
• Repeating motions that may include the wrists, hands and/or fingers while using computer.
• Communicating with others to exchange information.
• Perceiving the nature of sounds at normal speaking levels or without correction.
• Able to receive detailed information through oral communication and make fine discriminations in sound.
• Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Work Environment

• Requires working Saturdays.
• Normal workday with occasional overtime or unpredictable schedule.
• Travel to the credit union facilities/regions may be required.
• Exposed to potentially hazardous conditions, i.e., robbery.