Universal Representative 1

P1FCU-posted 4 days ago

Full-time • Entry Level

Lewiston, ID

51-100 employees

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With a goal of delivering experiences rooted in empowerment and education, the MSC Universal Rep 1 is responsible for answering incoming calls, call backs, chats and emails to identify and action caller requests in accordance with our service standards & core values. Possesses extensive knowledge on the online banking platform and tools and can troubleshoot effectively and efficiently with members. Handles complex member inquiries, is detail oriented and can work efficiently in a fast-paced environment. Exhibits sound judgement in making decisions in elevated interactions across all channels. While engaging with any member, the Universal Rep 1 acts as a trusted advisor to improve member satisfaction and enhance our members’ financial future through offering products/services that fit the member’s needs. Supports individual, team, and organization initiatives through meeting/exceeding established metrics & minimum expectations. Delivers consistent experience by being proficient in knowledge on products, services, processes & procedures.

Handles inbound and outbound calls, emails, chat, and secure message inquiries.
Answer incoming calls, chat, secure messages and email; determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern.
Provides in-depth support on digital banking tools and is able to quickly and efficiently identify and resolve member friction with the products.
Accurately and effectively provides oral and written communication to members: delivering on P1FCU service standard
Executes a need-based sales approach by identifying/initiating conversations about P1FCU products/services that might be beneficial to members and provide information about their value and benefit. Submitting proactive referral requests.
Perform transaction functions for members; including but not limited to transfer funds between accounts and/or loan, stop payments, close, reorder debit cards, reset PIN numbers, add travel notices, provide balances and recent transactions, process loan or credit card payments, online banking assistance, and more in depth requests such as IRA’s and account research etc. to assure members needs are addressed in a polite and friendly manner. Providing self-serve options for applicable interactions.
Ensures accuracy of accounts through proper verification and validation of information. Take appropriate steps to update information, when necessary.
Conducts research on complex requests and activates problem resolution skills to resolve member issues.
Troubleshoot and provide support in relations to digital banking tools.
Leverages CRM tool to maintain and update member profiles to create transparency, efficiency and accountability.
Meet and exceed metrics, quality monitoring, and minimum expectations while contributing to the overall success of the team and P1FCU.
Assist other departments and branches with requests as needed, provide support for other departments in fulfilling member requests. Performs other duties as assigned.
Adhere to all policies and procedures related to servicing, sales, regulatory compliance, and call quality, including privacy and confidentiality of information.
Act as liaison for our members to provide first-call resolution through coordination and follow-up with other business areas.
Maintain knowledge and adherence to all BSA and other regulatory requirements.

A minimum of one year up to three years of retail or telephone sales experience preferred, including preparatory experience.
A high school degree or equivalent
Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.
Strong knowledge of financial products and services
Ability to multitask, utilizing multiple programs proficiently, with high degree of detail
Ability to solve problems to resolve member issues/concerns
Ability to work in self-driven, fast-paced environment
Excellent communication skills, including both written and verbal

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