Contact Center Member Service Representative II (Sacramento)

Golden 1 Credit Union•Sacramento, CA

9d•Remote

About The Position

This role is for a Contact Center Member Service Representative II at Golden 1 Credit Union. The position requires contact center experience and is ideal for a member-focused financial services professional who thrives in a fast-paced environment and is passionate about delivering exceptional service. The representative will take ownership of member interactions, build lasting relationships, and uphold compliance standards while embodying Golden 1's Core Values. The role is non-exempt, reports to the Contact Center Supervisor, and is part of the Member Service Contact Center department.

Requirements

Contact center experience is a requirement for this role.
H.S. Diploma or General Education Degree (GED) required
1+ years customer service experience in a contact center environment required
2+ years financial services experience required

Nice To Haves

banking experience is a plus.
Candidates must be local to the Sacramento, CA area.
Some college preferred
Member relationship building experience preferred

Responsibilities

Demonstrates advanced Credit Union knowledge, ability to resolve complex issues and escalations with minimum guidance.
Learn and retain an exceptional working knowledge of products and services.
Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.
Demonstrates understanding of member needs, concerns and frustrations and respond by demonstrating care, concern and an appropriate sense of urgency.
Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
Demonstrate superior product knowledge recommending products/services to meet the member’s needs.
Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.
Identify and report fraudulent activity to prevent potential loss to Credit Union.
Update member and Credit Union account information efficiently and accurately.
Educate member on products in an effort to retain and enhance member loyalty.
Maintains ownership with the majority of their calls, requiring minimal guidance from Support.
Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.
Assist members with Online/Mobile Banking complex issues and Mobile Wallet set-up.
Ability to open Sub shares.
Complete Regulatory Training Modules as required.
Model Golden 1 core values.
Perform other duties as assigned.