MSR

Gulf Winds Credit Union • Pensacola, FL

19h • $16 - $19

About The Position

The MSR assists members and prospective members with financial needs by processing account transactions, resolving concerns, and providing information about products and services through credit union digital channels. The role identifies cross-sell opportunities and refers members to the appropriate next level, while maintaining accurate account information and records in compliance with applicable rules, regulations, policies, and procedures. The MSR also serves as a liaison between members and departments and transfers calls to appropriate parties. The position includes an incentive program offering the opportunity to earn additional compensation in addition to hourly income.

The role requires informed, prompt, and accurate service to members and team members; professional and courteous communication; attention to detail; and adherence to relevant policies, including BSA, OFAC, and physical security requirements. Work is normally expected between 6:00 a.m. and 7:00 p.m., with extended hours, nights, or weekends potentially required. Other job-related duties may be assigned.

Requirements

• One to twelve months of similar or related experience.
• High school education or GED.
• Ability to use Microsoft Office products.
• Ability to read, write, comprehend, and speak English clearly.
• Interpersonal skills for first-level conflict resolution, relationship building, and soliciting cooperation; discussions require confidentiality, discretion, diplomacy, and tact.
• Must adhere to safety rules and regulations.
• May be required to work extended hours, nights, and/or weekends.

Responsibilities

• Answer member questions about products and services and resolve issues within the employee’s authority using credit union digital channels.
• Refer escalations beyond the employee’s authority, along with recommended solutions, to a supervisor or higher-level MSR.
• Identify cross-sell opportunities and refer members to the appropriate next level.
• Maintain member account information and ensure records are accurate and up to date.
• Comply with applicable regulations, policies, and procedures.
• Act as a liaison between members and various departments.
• Transfer phone calls to appropriate parties upon request.
• Perform other job-related duties as assigned.
• Provide prompt, accurate, and professional service to members and team members and meet or exceed department goals.

Benefits

• 11.5 paid federal holidays
• Paid time off starting at 18 days for new hires
• 16 hours of paid volunteer time
• Competitively priced medical insurance
• Dental and vision coverage with 100% of individual premiums paid by Gulf Winds
• Employer-paid life insurance
• Short-term disability coverage
• 401(k) with company match
• Employer-funded pension plan
• Flexible spending accounts
• Tuition reimbursement
• Wellness programs
• Incentive program providing the opportunity to earn additional compensation
• Professional development opportunities

What This Job Offers

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