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. The Account Support Manager receives and responds to all escalated member calls from the Service Center, Branches, LSI, Collections, and other member-related corporate departments.

Responsibilities

• Receives and responds to all escalated member calls from Service Center, Branches, LSI and other member related corporate departments.
• Receives and responds to executive level escalations to provide quality service and resolve any problems that may arise.
• Affords support to the Accounting Department with TCR, Primelink and ITC calls.
• Affords support to the Service Center Help Desk with calls from Service Center, Branches, and other member related corporate departments.
• Provides management level override approval for member transactions.
• Develops and maintains a working relationship with departments and branches to help front internal calls.
• Provides service center management and the Service Center QA team with immediate feedback to improve processes.
• Trains and coaches Service Center new hires.
• Mentors and trains new help desk agents.
• Researches submitted tickets using member information to find answers and resolutions for our members.
• Asked to perform many additional tasks including but not limited to: Management approvals for SC and Branches and utilizing judgement and responsibility in fulfilling member’s needs using the credit union policies and the hierarchy of decision-making.
• Complies with all internal (MACU) guidelines as well as all external (Federal) regulations.
• Represents the credit union in a professional manner, in both dress and actions.
• Performs other duties as assigned.

Minimum Qualifications

• 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.
• Must meet all expectations of an Agent 3.
• Basic computer operating skills.
• Advanced skills in Microsoft Office (Outlook, Word, Excel).
• Good knowledge and confidence in working with Symitar.
• Type a minimum of 35 words per minute.
• 10-Key experience.
• Managerial Responsibility: No supervisory/managerial responsibilities.
• Other Skills, Knowledge, And Abilities: Ability to work in a multi-channel (phone, chat, email) environment; ability to deliver exceptional member experiences in the most difficult situations; ability to show effective decision-making skills and recognize the appropriate action needed when reviewing 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; moderate noise (business office with computers and printers, light traffic).