Contact Center Representative II

Mirastar FCU•San Jose, CA

16h

About The Position

The Contact Center II Representative performs a wide variety of complex duties involving member transactions, service and operational support, and resolution of member issues while demonstrating behaviors that support the Mirastar Experience. The role communicates with members through phone and digital channels and follows applicable policies, procedures, and regulatory requirements. Duties may also include account maintenance and basic financial and lending transactions. The position may be eligible for a flexible work arrangement, but employees must be located within California. The role requires full-time hours, with additional hours as necessary to accomplish objectives, goals, and projects. The employee may occasionally lift or move up to 10 pounds.

Requirements

High school diploma or GED equivalent.
Two to four years of related experience, or an equivalent combination of education and experience.
Detail-oriented and self-starting, with the ability to work independently and/or remotely.
Strong verbal, written, and phone communication skills, including the ability to communicate professionally at all levels.
Effective interpersonal and interdepartmental skills and the ability to work professionally, positively, and approachably with staff, management, and members.
Ability to handle multiple simultaneous tasks and change priorities efficiently, confidentially, and effectively.
Ability to conduct thorough research, escalate issues appropriately, and recommend workable solutions.
Ability to take initiative in learning new skills, systems, and procedures and to take advantage of continuing education opportunities.
Ability to maintain current knowledge of federal, state, and local regulations, as well as internal policies, procedures, products, and services.
Computer proficiency with software applications, financial analysis programs, Adobe Acrobat, online research tools, and Microsoft Word, Excel, PowerPoint, and Outlook.
Self-motivated and diligent, with an interest in taking on additional work, learning, and responsibility.
Humble and team-oriented, sharing credit and emphasizing collective success.
Good judgment and intuition in group situations, with the ability to work effectively with others.
Must be located within California.
Must be able to occasionally lift and/or move up to 10 pounds.

Responsibilities

Answer calls of a specific or general nature and direct members to appropriate departments as needed.
Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
Perform account maintenance, including closing accounts, account transfers, ownership changes, and certificate renewals.
Open new membership and subsidiary accounts, including depository accounts and different ownership types.
Maintain a thorough understanding of Mirastar Federal Credit Union products and services.
Cross-sell products and services within established guidelines.
Answer questions and resolve problems relating to products, services, and operational procedures.
Provide technical and subject matter expertise to team members.
Evaluate transactions for risk and make informed decisions regarding exceptions and adjustments.
Assist with training new employees.
Conduct operations in accordance with Credit Union policies and legal and regulatory requirements, including the Credit Union’s BSA-AML program.
Act as backup for other positions as needed, including roles in branches and at corporate.
Comply with the Bank Secrecy Act, OFAC, and USA PATRIOT Act requirements, including completing Member Identification Program requirements for new customers, accurately completing new account activity profiles, and reporting suspicious activities to a supervisor and BSA Officer.
Perform other duties as assigned.