Remote Account Resolution Specialist Deposit Operations

About the role

The Account Resolution Specialist supports internal customers by answering questions and resolving issues regarding MACU systems, ITC, TCR, DPC, DPS, and Symitar. Additionally, the Account Support Manager handles escalated member calls from various departments.

Responsibilities

• Receives and responds to all escalated member calls from Service Center, Branches, LSI, Collections, and other member-related corporate departments.
• Provides quality service and resolves problems for executive-level escalations.
• Aids the Accounting Department with TCR, Primelink, and ITC calls.
• Assists the Service Center Help Desk with calls from Service Center, Branches, and other member-related corporate departments.
• Manages and approves member transactions for Service Center and Branches.
• Trains and coaches Service Center new hires and mentors new help desk agents.
• Develops and maintains relationships with departments and branches to assist with internal calls.
• Provides feedback to Service Center management and the QA team to improve processes.
• Acts as a resource in the absence of management.
• Trains and coaches Service Center new hires.
• Researches submitted tickets using member information to find answers and resolutions.
• Performs additional tasks as assigned, including management approvals and utilizing judgement and responsibility in fulfilling member needs.

Requirements

• 3-5 years of customer service or related experience.
• At least 6 months of Service Help Desk experience or 18 months of MACU experience.
• High school diploma.
• Basic computer operating skills, including Microsoft Office (Outlook, Word, Excel).
• Advanced knowledge and confidence in working with Symitar.
• Must meet all expectations of an Agent 3.
• Must comply with internal and external guidelines.
• Must represent the credit union professionally in both dress and actions.

Qualifications

• Must have a good knowledge and confidence in working with Symitar.
• Must type at a minimum of 35 words per minute.
• Must have 10-key experience.
• Must have managerial responsibility.
• Must have ability to work in a multi-channel environment.
• Must have exceptional member experience delivery skills.
• Must have effective decision-making skills and recognize appropriate actions for higher-risk situations.
• Must have the ability to work with many business partners in troubleshooting complex situations.

Skills, Knowledge, And Abilities

• Ability to work in a multi-channel (phone, chat, email) environment.
• Ability to deliver exceptional member experiences in difficult situations.
• Ability to show effective decision-making skills and recognize appropriate actions for higher-risk situations.
• Ability to work with many business partners in troubleshooting complex situations.

Physical Abilities / Working Conditions

• Ability to talk on the phone, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
• Close vision (clear vision at 20 inches or less), distance vision (clear vision at 20 feet or more).
• Weight lifted or force exerted: Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.
• No unusually environmental factors.
• No noise environment.