Contact Center Member Service Rep. II

Municipal Credit Union is dedicated to providing affordable financial products and services to its members. The Contact Center Member Service Rep. II is responsible for answering incoming service calls, ensuring high-quality member experiences, and performing various member transactions and inquiries in a high-volume call environment.

Responsibilities

• 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

Skills

• 1-2 years' Call Center experience
• Availability to work overtime and Saturdays as required
• Ability to work onsite for the first 6 months, then a hybrid model is implemented
• Proficiency in Microsoft Office Suite
• Excellent member service skills
• Strong research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical
• Retail banking experience is a plus

Benefits

• Attendance bonus
• 401(k) with an 8% employer contribution per pay period
• Overtime eligibility
• Medical
• Vision
• Dental
• Life
• Disability insurance
• Flexible paid time off
• 11 paid holidays annually

Company Overview