Part-time MSR Call Center
About The Position
This position reports to call center management and is responsible for handling member interaction and transactions through multiple channels within the call center. Provides guidance and answers to questions related to credit unions and all other related services. Knowledgeable technology-driven expert who is educated about all services provided. Attends required training and demonstrates a willingness to continue learning. Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service. Requires someone who is enthusiastic about educating members on our products and services and creating a positive member experience. You will provide guidance in resolving issues while maintaining a professional demeanor. You will be an empowering mentor who will be: A trusted expert A natural communicator A champion for our members and the community A guide through the moments that matter the most to our members
Requirements
- High School degree or equivalent
- Minimum of 1 year of customer service experience
- Demonstrated leadership and interpersonal abilities
- Understanding of financial industry concepts, related laws, and regulations
- Must have good communication and interpersonal skills
- Critical thinking and problem-solving skills
- Detail-oriented, and able to multi-task
- Proficient in Microsoft Office and web-based applications
Nice To Haves
- Previous credit union experience is a plus
Responsibilities
- Handles member interaction and transactions through multiple channels within the call center.
- Provides guidance and answers to questions related to credit unions and all other related services.
- Attends required training and demonstrates a willingness to continue learning.
- Supports cross-selling efforts and solves problems within the first interaction by providing world-class member service.
- Educates members on products and services and creates a positive member experience.
- Provides guidance in resolving issues while maintaining a professional demeanor.
- Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
- Assists with any questions and concerns within the first interaction.
- Provides quality financial services to members and prospective members.
- Sets up, services, unlocks, and troubleshoots Online/Mobile banking issues and Personal Audio Teller.
- Makes efforts in account retention and/or properly closing all accounts.
- Handles member interaction and transactions such as wires, payments, and account transfers, including additional assigned duties.
- Fulfills member's request by thorough research to resolve discrepancies in multiple transaction types to include all channels of communication such as chat and secure messages.
- Manages multiple systems, effectively organizes, plans, and manages time while applying critical thinking and problem-solving skills in a fast-paced environment.
- Handles card maintenance responsibilities to include the credit card portfolio, such as travel notes, disputes, fraud cases and general account maintenance.
- Interacts with members via secure message, chat, audio, and video.
- Attends required training and demonstrates a willingness to keep learning.
- Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP).
- Attends required annual BSA training and required compliance training.
- Assists with other duties as assigned or identified.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
