MCC Rep

Patelco Credit Union • Merced, CA

259d • $22

About The Position

Patelco Credit Union is a not-for-profit credit union committed to serving the financial health and wellbeing of its membership. With more than 400,000 members primarily in and around northern California, Patelco is committed to improving their members' financial well-being and fueling hope and opportunity for its members by offering personalized solutions, advice, and expertise that empower them to achieve personal financial freedom. Founded in 1936 with $500 in assets by employees of the Pacific Telephone and Telegraph Company, Patelco is in the top one percent of U.S. credit unions with more than $9 billion in assets. MCC Representatives are passionate about providing superior service and financial solutions via calls, chats and emails. They demonstrate genuine compassion and care for others and respect every member's journey towards financial health. MCC Representatives support members from remote channels such as telephone, web, email, and mobile messaging. Their consultative qualities and empathetic characteristics make them great financial educators on products and services that resolve issues and offer proactive guidance for anticipated future needs. The primary purpose of this role is to deliver outstanding service to both internal and external members via the phone.

Requirements

• Have a HS Diploma/GED.
• One or more years of customer service experience (preferably financial institutions or contact centers).
• Ability to work flexible hours within Hours of Operation of Monday-Friday 7:30AM-7:00PM and Saturdays 7:30AM-4:00PM Pacific (Saturday rotation available).
• Strong customer service skills.
• Strong commitment to consistent attendance and punctuality.
• Be proficient on PC, MS Office Products, and Email systems.
• Strong technical skills with troubleshooting and understanding of digital services.
• Business professional verbal and written communication skills.
• Desire, ability, and experience in working with and helping other people.
• Ability to work efficiently in a fast-paced contact center.

Nice To Haves

• Bilingual (English/Spanish) skills are a plus.
• Experience with Salesforce Lightening service requests a plus.

Responsibilities

• Deliver exceptional service to both internal and external members, in alignment with the credit union's mission, vision, and values.
• Maintain thorough knowledge of Patelco products, services, fees, policies, and procedures.
• Assist members with phone inquiries on accounts and loans.
• Process member requests over the phone such as payments and transfers.
• Actively listen and seek to understand member financial needs, questions and concerns.
• Notate systems of record for each interaction and create service requests as needed.
• Educate members on digital services enrollment, features, and benefits.
• Help members with troubleshooting basic online banking and mobile errors/issues including user ID and password resets.
• Identify needs and offer products and services that improve the financial well-being of our members.
• Provide routine information on credit union products or services, including eligibility for membership, types of credit union accounts, current dividend rates, locations, office hours, and telephone numbers.
• Refer members to home loan mortgage officers or financial advisors upon discovering financial needs.
• Remain up to date on compliance training and continuous learning and development planning.
• Exhibit a sense of urgency and ability to multi-task.
• Be detail oriented, well organized, a team player, and self-starter.
• Understand and comply with all applicable federal and state laws and banking regulations.

Benefits

• Competitive compensation packages with bonus opportunity.
• Full Medical/Dental/Vision benefits with minimal eligibility waiting period.
• Generous 401(k) with 3% Safe Harbor and 5% employer match.
• Discounts on loan products.
• Tuition Reimbursement.
• Onsite Fitness Center at HQ and rewards for healthy habits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED