Universal Representative 1

P1FCU•Lewiston, ID

4d•Onsite

About The Position

The MSC Universal Representative 1 supports members by handling incoming and outgoing calls, chats, emails, and secure messages. The role identifies and resolves member requests according to service standards and core values, provides extensive support for online banking tools, and manages complex inquiries with sound judgment in a fast-paced environment. The representative acts as a trusted advisor, using a needs-based approach to recommend relevant products and services and help improve member satisfaction and financial well-being. The position performs member transactions, maintains accurate account and profile information, investigates complex issues, and coordinates with other departments to support first-contact resolution. It also contributes to team and organizational goals by meeting performance and quality expectations and following servicing, sales, privacy, confidentiality, BSA, and other regulatory requirements.

Requirements

High school degree or equivalent.
Courtesy and tact in interactions with customers and colleagues inside and outside the organization.
Strong knowledge of financial products and services.
Ability to multitask and proficiently use multiple programs with a high degree of attention to detail.
Ability to solve problems and resolve member issues or concerns.
Ability to work in a self-driven, fast-paced environment.
Excellent written and verbal communication skills.
Ability to perform job functions independently or with limited supervision, and work effectively individually or as part of a team.
Ability to follow written and oral instructions, perform basic mathematical calculations, spell accurately, and understand computer basics.
Ability to communicate clearly and logically and to handle diverse personalities professionally and calmly.
Ability to work accurately under deadline pressure and at a fast pace, manage multiple changing priorities, and exercise discretion with confidential matters.
Reliable, timely attendance.

Nice To Haves

One to three years of retail or telephone sales experience, including preparatory experience.

Responsibilities

Handle inbound and outbound calls, emails, chats, and secure messages.
Identify members’ needs, verify identity, and resolve requests efficiently while minimizing member effort.
Provide in-depth support for digital banking tools and troubleshoot member issues with those tools and products.
Communicate accurately and effectively with members in writing and verbally while delivering the P1FCU service standard.
Use a needs-based sales approach to identify relevant products and services, explain their value, and submit proactive referral requests.
Perform member transactions, including transfers, stop payments, debit-card closures and reorders, PIN resets, travel notices, balance and transaction inquiries, loan or credit-card payments, online banking assistance, IRA requests, and account research.
Offer self-service options when appropriate.
Maintain account accuracy through proper verification and validation, and update information when needed.
Research complex requests and resolve member issues using problem-solving skills.
Use the CRM tool to maintain and update member profiles.
Meet or exceed metrics, quality-monitoring standards, and minimum expectations, contributing to team and organizational success.
Assist branches and other departments with member requests as needed.
Coordinate and follow up with other business areas to provide first-call resolution.
Follow policies and procedures for servicing, sales, regulatory compliance, call quality, privacy, and confidentiality; maintain knowledge of BSA and other regulatory requirements.
Perform other duties as assigned.