Relationship Advisor MRC (Call Center Rep) (62191)

MAZUMA CREDIT UNION•Overland Park, KS

12d•Onsite

About The Position

The Relationship Advisor – MRC receives incoming calls and determines the products, services, or resources that the Retail and Small Business Member requires, then assists the Member or connects them with the staff representatives in the appropriate department who can provide them the assistance they need. Outbound calling using dialer functionality or calling manually for specific education campaigns for targeted Member segments may be required. This individual is an ambassador for Mazuma and serves to make the Member feel welcome, comfortable, and educated on Mazuma’s products and services in order to refer the best possible product to match the Member’s needs. The goal is to deliver outstanding Member experiences and to create Member engagement through active listening, superior service, delivery and follow-through of a Member’s identified and unidentified needs resulting in First Call Resolution. The Relationship Advisor – MRC will be constantly developing product & job knowledge in order to perform all assigned duties with no assistance and minimal errors.

Requirements

1 year of customer service experience.
Windows and Microsoft Office software (Outlook, Word, and Excel) as well as advanced keyboarding skills.
Effective at problem-solving and making decisions.
Well organized.
Good mathematical ability, with strong problem-solving and negotiation skills.
Must be able to take phone calls for up to 8 hours.
Required to work a flexible schedule that may include extended hours, holidays, or Saturdays.
Excellent communication skills.
When working remote, understands how to resolve connectivity issues before engaging support.
Ability to use technology efficiently without disruption to our Members.
Effective at multi-tasking.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs.
Must be capable of climbing/descending stairs in emergency situations.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be able to work extended hours, whenever required or requested by management.
Must be capable of regular, reliable, and timely attendance.

Nice To Haves

1 year of experience in a financial institution.
1 year of experience in a call center.
1 year of consumer lending preferred.

Responsibilities

Comply with all federal regulations pertaining to financial institutions, all established organizational policies and guidelines, and operational procedures.
Follow all established procedures related to transactions.
Remain alert to suspicious individuals or transactions and, when appropriate, notify the immediate supervisor of concerns.
Display basic understanding of loans and ancillary products on a level related to the position and engage in all relevant sales and service activities.
Meet or exceed the assigned expectations for sales and service and productivity metrics.
Guide, inform, and educate our Members through each interaction by helping them select the right product to meet their needs.
Guide, inform, and educate Members in establishing an account relationship and all other manner of basic account maintenance as it applies to the position.
Answer questions and accurately assist with negotiable instruments such as transfers, balance inquiries, card functions, personal and third-party checks, bonds, cashier’s checks, loan payments and payoff requests, and online banking navigation.
Perform account maintenance including updates to Member’s account information.
Understand, complete, and explain all associated paperwork, fees, and other information to Members by phone or electronically.
Obtain proper endorsements and process these items accurately with knowledge of appropriate holds when applicable.
Acquire and apply basic knowledge of all job duties and expectations as identified for this role.
Display an understanding of all auxiliary or required internal applications related to their role.
Basic proficiency in completing Member requested transactions through applicable channels.
Knowledge of internal processes related to member disputes, fraud claims, check orders, stop payments, and lien releases.
Have a strong understanding of the ODP program in order to effectively explain and process refunds accurately.
Assist Members with bookkeeping and any other account activities.
Other duties as assigned.

Benefits

Up to 27 days off a year, including: 10 paid Holidays, Mental Health Day, Anniversary Day
PTO starting on the first day
40 hours of Paid Volunteer Time per year
Traditional & Roth 401K with company match
Medical, Dental, and Vision benefits effective 1st of the month following first day
Wellness credit available for Medical premiums
Company paid benefits including: Basic Life and AD&D Insurance, Short-Term Disability Insurance, Long-Term Disability Insurance, Vision Insurance
Maternity & Menopause Support Programs
Employee Assistance Program
On-Site Gym at our Headquarters location in Overland Park
Discretionary Stakeholders bonus program
Attractive interest rates on Team Member checking & Team Member money market accounts
Consumer and mortgage loan discounts