Member Solutions Center Agent

Spero Financial Federal Credit Union • Greenville, SC

13d

About The Position

Role The Agent role is to assist members with their requests via phone, chat and multiple digital channels while providing timely and efficient service. Agents will support members on our digital platforms, such as online banking, by educating and giving them tools to become digitally independent while providing an excellent member experience. MSC Agent will be champions of the credit union's products and services and will create seamless interactions that support, explain, and teach members how to successfully manage their accounts. Successful MSC Agents are empathetic to members’ issues and are valiant in finding a resolution, adding value to the interaction. Successful MSC Agents take opportunities to improve the members’ financial life through product offering, issue resolutions, and education on tools and ways to manage and protect their accounts. Major Duties and Responsibilities Maintains a high volume of inbound and outbound interactions via phone, chat, co-browsing and screensharing while efficiently navigating multiple systems and meeting goals set by the MSC Manager. Responds to member questions and requests in a timely and accurate manner via phone or digital correspondence. Provides service in a pleasant, professional, and efficient manner utilizing strong active listening skills to clarify information, research issues and provide solutions. Actively educates members on the benefits of our digital platforms. Assists with new and existing enrollments, troubleshoots digital platform issues, and promotes self-service options when appropriate. Assures that appropriate records are maintained; accounts are noted accurately, and transactions and orders are processed as requested. Inform members of new Credit Union products and services, updated features, and functionalities when appropriate. Actively participates in problem solving to assist in making decisions, implementing solutions, and adopting change. Perform additional duties as assigned. Knowledge and Skills Education : Six months to 2 years of similar or related experience including time spend in preparatory positions Education : High school or GED required. Interpersonal Skills : Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication. Other Skills Maintain knowledge with training in BSA Compliance - every staff member is required to uphold the credit union’s compliance with the Bank Secrecy Act (BSA), Customer Identification Program (CIP), Office of Foreign Assets Control (OFAC) and Anti-Money Laundering (AML) policies and procedures. This includes required BSA reporting. Specific functions such as tellers and front-line staff within Spero Financial will take into consideration the awareness of unusual or suspicious activity that is relevant to the department and report such activity. In addition to any other assigned training courses, BSA, CIP, OFAC and AML related courses must be completed at least annually, as made available by the Training and/or Compliance Departments. Required to maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, and Office of Foreign Assets Control requirements. Comply with all Spero policies and procedures to ensure compliance with such regulations.

Requirements

• Six months to 2 years of similar or related experience including time spend in preparatory positions
• High school or GED required.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Maintain knowledge with training in BSA Compliance - every staff member is required to uphold the credit union’s compliance with the Bank Secrecy Act (BSA), Customer Identification Program (CIP), Office of Foreign Assets Control (OFAC) and Anti-Money Laundering (AML) policies and procedures. This includes required BSA reporting.
• Required to maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, USA Patriot Act, and Office of Foreign Assets Control requirements.
• Comply with all Spero policies and procedures to ensure compliance with such regulations.

Responsibilities

• Maintains a high volume of inbound and outbound interactions via phone, chat, co-browsing and screensharing while efficiently navigating multiple systems and meeting goals set by the MSC Manager.
• Responds to member questions and requests in a timely and accurate manner via phone or digital correspondence.
• Provides service in a pleasant, professional, and efficient manner utilizing strong active listening skills to clarify information, research issues and provide solutions.
• Actively educates members on the benefits of our digital platforms.
• Assists with new and existing enrollments, troubleshoots digital platform issues, and promotes self-service options when appropriate.
• Assures that appropriate records are maintained; accounts are noted accurately, and transactions and orders are processed as requested.
• Inform members of new Credit Union products and services, updated features, and functionalities when appropriate.
• Actively participates in problem solving to assist in making decisions, implementing solutions, and adopting change.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED