Contact Center Representative II

Mirastar FCU•San Jose, CA

3d•$27 - $34•Hybrid

About The Position

The Contact Center II Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, resolving member issues, and demonstrating behaviors supporting the Mirastar Experience. This includes communication with members through phone and digital channels. This individual will adhere to compliance with all policies, procedures, and regulatory requirements. They may also be asked to perform account maintenance activities and process basic financial and lending transactions.

Requirements

A high school diploma or GED equivalent and a range of 2 to 4 years related experience and/or equivalent combination of education and experience.
Individuals working in this position must be located within the state of California.
Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.
Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner.
Ability to perform multiple, simultaneous tasks and change priorities in an efficient, confidential, and effective manner.
Ability to conduct thorough research and escalate issues appropriately to provide workable recommendations and solutions to problems.
Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures, as well as taking advantage of the continuous education opportunities within and outside of the Credit Union.
Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.
Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools, and MS Office: Word, Excel, PowerPoint, and Outlook

Nice To Haves

None preferred.

Responsibilities

Answer calls of a specific or general nature; directing 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 activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.
Open new membership and subsidiary accounts, including all types of depository and account ownerships.
Have a thorough understanding of Mirastar Federal Credit Union's product and service offerings.
Cross-sell products and services within established guidelines.
Answer questions and resolve problems on products, services, and operational procedures.
Provide technical and subject matter expertise to team members.
Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.
Assist in the training of new employees.
Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
Act as backup for other positions as needed, including but not limited to branches and at corporate.
Other duties as assigned.
Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, and reporting suspicious activities to your supervisor and BSA Officer.