Contact Center Member Service Rep. II

Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.

Responsibilities:

Specific duties include, but are not limited to, the following:

Ensure excellent member service; every call, every time
Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests.
May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
Maintain comprehensive knowledge of MCU products and services.
Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
Cross-sell additional products and services to best fit member need(s).
Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
May train new MSRs for basic transactions and inbound service calls.
Back up other queues as necessary (general queue and queues less complex, when call volume dictates).
May help answer member emails or chats, as necessary
Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
Perform other duties as required

Requirements:

1-2 years’ Call Center experience
Retail banking experience is a plus
Availability to work overtime and Saturdays as required
Ability to work onsite for the first 6 months, then a hybrid model is implemented.