MSR II-Call Center

RAIZ FEDERAL CREDIT UNION•El Paso, TX

1d•$19 - $29•Onsite

About The Position

This role reports to contact management and is responsible for handling member interaction and transactions through the omnichannel. Provides guidance and answers questions related to the credit union and all other related services. This role requires someone who is analytical, inquisitive, and enthusiastic about providing world-class service to members though our products and services, creating a positive member experience. Subject Matter Expert (SME) knowledgeable and who is educated on all services provided. This role will use leadership and communication skills, along with providing guidance and training to team members. Will support other team members in resolving issues while maintaining a professional demeanor. Identifies operational issues and suggests possible improvements. Role will be a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues. Attends required training and demonstrates a willingness to keep learning. Will support cross-selling efforts. You will be an empowered mentor that 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

Education – High School degree or equivalent
Minimum of two (2) years customer service and two (2) years of financial experience, with eCommerce knowledge preferred
At least 6 months in a Raiz Member Services Operations role
Subject matter expert (SME)
Critical thinking, analytical, and problem-solving skills
Demonstrated leadership and interpersonal abilities
Understanding of financial industry concepts, related laws, and regulations
Must have good communication, conflict management, and interpersonal skills
Detail-oriented, and able to multi-task
Proficient in Microsoft Office and web-based applications

Responsibilities

Assist call center management to ensure that support and training is provided to all our team members
Planning, assigning, directing work, resolving problems, and addressing complaints, will be of top priority.
Knowledgeable in all call center MSR duties
Responsible for assisting the call center supervisor in daily tasks.
Responsible for quality of member service through teaching, motivating, coaching, and developing the call center team to offer personalized products to our members based on their financial needs.
Assist in Developing strong leaders by acclimation and success of new and tenured team members.
Demonstrates knowledge of RAIZ products and services
Provides guidance and answers questions related to credit union’s products and services
Assist in establishing new membership, maintenance accounts, open IRAs, Business Accounts, and Certificate of Deposit.
Knowledgeable expert who is educated on all services provided by the credit union
Attends required training and demonstrates a willingness to continue learning.
Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance
The ability to work well with others in every situation and empathize with the call center team
A natural communicator who builds a positive environment alongside call center supervisor, to achieve uniformity and an inclusive culture
A natural communicator who is able to help others understand complex topics.
Must be able to handle and de-escalate challenging situations while maintaining a professional demeanor.
Initiate and lead conversations to identify member needs
An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience.
Experience in member service operations, including a comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goal.
Expert in setting up, servicing, unlocking, and troubleshooting for Online/Mobile banking issues and Personal Audio Teller.
Responsible efforts in account retention and/or properly closing all accounts.
Responsible for handling members' interaction with account inquiries and processing transactions by phone
Educate membership and answers questions related to credit union and all other related services
Supports cross-selling efforts and solves problems. This individual will assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit.
Knowledgeable expert who is educated on all services provided.
Attends required training and demonstrates a willingness to keep learning
Good understanding of credit union’s operations and procedures.
Acting as a trusted advisor to provide guidance to our members and building trust.
Demonstrates the ability to provide advice considering our members’ best interests. Building members relationships.
Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
A natural communicator who is able to help others understand complex or intimidating topics
Must be able to handle and deescalate challenging situations while maintaining a professional demeanor.
Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller
Be able to resolve complex situations and diffuse escalated interactions.
Responsible to interact with members via 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
All Call Center MSR duties
Assists with other duties as assigned or identified.