Contact Center Member Service Representative II (Sacramento)

Golden 1 Talent Acquisition Team • Sacramento, CA

10d • $23 - $25 • 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. Candidates must be local to the Sacramento, CA area.

Requirements

• 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

• Some college preferred
• Member relationship building experience preferred
• Banking experience is a plus

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.

Benefits

• A market-competitive and internally equitable total rewards compensation package
• Comprehensive compensation package
• Well-being and work-life balance
• Career development and growth
• Rewards and recognition
• Commitment to Diversity, Equity and Inclusion

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED