Contact Center Representative II

Mirastar FCU•San Jose, CA

2d•$27 - $34

About The Position

The Contact Center Representative II performs complex member-service and operational duties, including handling member transactions, resolving issues, and supporting the Mirastar Experience through phone and digital channels. The position may also perform account maintenance and basic financial and lending transactions. The representative must follow all applicable policies, procedures, and regulatory requirements.

Requirements

High school diploma or GED equivalent, with 2 to 4 years of related experience or an equivalent combination of education and experience.
Detail-oriented and self-motivated, with the ability to work independently and/or remotely.
Strong verbal, written, and telephone communication skills, with the ability to communicate professionally at all levels.
Effective interpersonal and interdepartmental skills, including the ability to work professionally and positively with staff, management, and members.
Ability to manage multiple simultaneous tasks and changing 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 pursue continuing education opportunities.
Ability to maintain current knowledge of federal, state, and local regulations, internal policies and procedures, products, and services.
Computer proficiency with software applications, financial analysis programs, Adobe Acrobat, online research tools, and Microsoft Word, Excel, PowerPoint, and Outlook.
Demonstrated self-motivation, diligence, willingness to learn and take on responsibility, humility, teamwork, sound judgment, and awareness of group dynamics.
Must be located within California.

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 account ownership types.
Maintain a thorough understanding of Mirastar Federal Credit Union’s products and services.
Cross-sell products and services within established guidelines.
Answer questions and resolve problems related to products, services, and operational procedures.
Provide technical and subject matter expertise to team members.
Evaluate transactions for risk and make sound, 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 BSA-AML program.
Provide backup for other positions as needed, including positions at branches and 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 activity to a supervisor and the BSA Officer.
Perform other duties as assigned.