Sr. MCC Agent

Vibrant Credit Union • Moline, IL

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About The Position

The Senior MCC Agent handles complex transactions and resolves escalated issues while supporting members with exceptional customer service. The role contributes to a positive member experience by addressing complex scenarios efficiently and supporting the overall success of the team. The position reports to the Member Contact Center Supervisor.

The job operates in a professional office environment and routinely uses standard office equipment. Daily work involves communication, walking, fine motor tasks, reaching, stooping, and grasping. The position also often requires reaching and lifting up to 25 pounds, as well as frequent sitting, standing, and repetitive motion. The employee must read printed and computer-based materials accurately. Most tasks involve light physical exertion and are performed indoors in temperature-controlled conditions.

The description notes that duties and responsibilities may change at any time, with or without notice. The listed salary range is $19.00–$26.64; the pay period is not specified.

Requirements

• High school diploma or GED.
• 1–2 years of experience working in a financial institution.
• Working knowledge of core banking systems, ticketing platforms, and payment solutions.
• Working knowledge of fraud detection techniques and identity verification processes.

Responsibilities

• Confirm account ownership to protect member privacy and security.
• Deliver efficient, accurate service while managing high call volumes and multiple systems.
• Meet or exceed departmental service level agreements and individual performance metrics.
• Resolve member inquiries and account issues across all complexity levels.
• Handle member-requested escalations, de-escalating or escalating calls according to department procedures.
• Identify cross-selling opportunities and present relevant products and services to meet members’ needs.
• Route member inquiries accurately to appropriate teams when necessary.
• Follow departmental policies, procedures, rules, regulations, and compliance requirements.
• Complete required compliance and security training by assigned due dates.

What This Job Offers

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