MCC Service Specialist
About the role
Rogue Credit Union is a member-owned, not-for-profit financial cooperative in southern Oregon. The Member Contact Center (MCC) Assistant Manager oversees this role.
Essential Functions & Responsibilities
Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner using the five Service Promises to assist, resolve and complete members' requests. Includes but is not limited to transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance and other operational tasks as determined or other member assistance items.
Completes member requests received via phone, email or any point of member contact through electronic means, including but not limited to: in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical/transaction research and general maintenance. Works with members and other resources to find answers and resolution. Takes ownership of situations within authority limits or refers to others within the credit union as needed.
Maintains effective level knowledge of all credit union departmental products/services/processes, identifying cross sell/referral/trend opportunities. Participates in credit union promotions. Maintains a high level of technical knowledge to successfully perform all duties.
Aids other departments as needed; proactively performs other duties as needed or assigned.
Knowledge & Skills
Experience: One month to twelve months of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Excellent communication, listening and telephone skills. Professional demeanor; extensive technical knowledge with excellent computer/keyboarding skills; 10 key calculators; with a minimum typing speed of 40-45 w.p.m. High ability to multi-task and make decisions with minimum information, possesses the ability to effectively work in multiple systems simultaneously. Has knowledge in using computer search engines and in-depth knowledge of major consumer browsers to effectively identify potential issues impacting electronic services. Has the ability and aptitude to learn and maintain knowledge in a multitude of web-based systems/processes.
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. Ability to receive detailed information through oral communication, and make fine discernments 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. This position requires attendance at meetings and events in the evenings and on weekends. Exposed to potentially hazardous condition, i.e., robbery.
Disclaimer
Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer. Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295. This Job Description is not a complete statement of all duties and responsibilities comprising the position.