MSR Lead

Mid Oregon Credit Union•Bend, OR

1d•Onsite

About The Position

The MSR Lead assists the Contact Center Manager in ensuring excellent service is provided to members. Lead the MSR team to achieve organizational and team goals. Motivates, coaches, supports, and assists with training MSR staff. Provides prompt, accurate, and courteous service to members in addition to supporting the Contact Center Manager with supervisory duties. Backs up day to day operations for the Contact Center.

Requirements

Pleasant, friendly demeanor
Excellent dispute resolution and customer service abilities in speaking to members over the phone and making them feel comfortable
Keyboarding including 10-key
Accuracy in handling transactions
Ability to understand and retain a variety of detailed information on Credit Union products and services and offer them to members when appropriate
Ability to mentor team, ask appropriate questions, provide solutions, and complete the transaction or service request to the member's satisfaction

Responsibilities

Assist the Contact Center Manager in ensuring excellent service is provided to members.
Lead the MSR team to achieve organizational and team goals.
Motivate, coach, support, and assist with training MSR staff.
Provide prompt, accurate, and courteous service to members.
Support the Contact Center Manager with supervisory duties.
Back up day-to-day operations for the Contact Center.