Call Center Rep (MSO)
About The Position
At VCCU, we are proud of the work we do to improve the financial well-being of our members and our community. If you seek meaningful work building stronger financial futures and aspire to create a positive difference in your community, we’d love to hear from you! About The Team The Member Service Center team serves as member advocates responding to calls, emails or chats related to VCCU’s services and products, providing member-centered solutions by using their active listening skills and collaborating with other support departments. Shifts include: 8AM – 5:30PM (M-W), 8AM – 6PM (Th-F), 8:30AM – 2:30PM (Sat) This position is fully on site and will require travel to Ventura, CA
Requirements
- Someone who is service driven and able to communicate solutions with empathy.
- Must be proficient in computer systems, comfortable working with multiple systems and resources at once.
- Previous financial institution experience, 1 year +
Nice To Haves
- Previous Credit Union call center experience.
- Working knowledge of these systems – Genesys Cloud, Symitar/Episys, and MeridianLink.
- Fluency in Spanish, specifically in finance/banking terminology.
- You enjoy volunteering and working with organizations that strive to better the community around you.
Responsibilities
- Answer member inquiries surrounding: existing and new accounts, ACH/wire transfers, debit & credit cards, checks, stop payments, remote deposits, bill payment, online & mobile banking, loan applications and other account-related needs.
- May process loan applications, following up with applicants to discuss loan decisions and stipulations needed.
- Deliver solutions to members with empathy in an expedient manner, explaining products and services, accurately completing required processes/documentation.
- Engage in decision-making by researching internal procedures/policies and communicating with the credit union support departments as necessary to solve member issues.
- Identify referral and cross-sell opportunities expanding the member relationship based on account history and needs, including reviewing promotional offers and marketing campaigns.
- Meet and exceed call center goals such as average handle time, quality scores, and post-call work.
Benefits
- Paid Volunteer Time
- Paid Time Off, including Sick/Vacation/Holidays
- Medical/Dental/Vision/Supplemental Benefits
- 401k Employer Match & Safe Harbor Contribution
- Company Sponsored Life & LTD Insurance
- Education Reimbursement
- VCCU Membership and Rate Discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
