MSCC - Team 16 - Contact Center MSR I

JOB TITLE: Contact Center MSR I
DEPARTMENT: Member Service Contact Center (MSCC)
STATUS: Non-Exempt
JOB CODE: 1101
PAY RATE: $20.00 Hourly

GENERAL DESCRIPTION:
This Contact Center MSR I is an energetic and goal-oriented individual who has a passion for service excellence. As a team member you are eager to build strong long-term relationships through the servicing of Golden 1 members in a professional, efficient, respectful manner providing a positive member experience. The Contact Center MSR I responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry.

TASKS, DUTIES, FUNCTIONS:
1. Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member.
2. Identify, investigate, and resolve basic member concerns, as well as process and complete member transactions in a timely and efficient manner.
3. Identify and report fraudulent activity to prevent potential loss to Credit Union.
4. Update member and Credit Union account information accurately.
5. Achieve performance standards commensurate to grade level with phone efficiency and quality in a fast-paced environment.
6. Appropriately identify solutions to address/resolve members’ inquiry helping members take advantage of Golden 1 service/products by providing features and benefits.
7. Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
8. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
9. Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures and systems for Member Service Representative I functions.
10. Ensure compliance with Credit Union and Member Service Contact Center policies, procedures, and guidelines while establishing and servicing all Credit Union accounts, related products, and services.
11. Complete Regulatory Training Modules as required.
12. Model Golden 1 core values.
13. Perform other duties as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to ensure an exceptional member experience.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: All levels of management and staff.
2. EXTERNAL: Members, potential members, peers in other departments or branches.

QUALIFICATIONS:
1. EDUCATION: Successful completion of High School curriculum or GED. Some college preferred, not required.
2. EXPERIENCE: One year customer service experience and/or six months financial services experience. Member relationship building experience preferred, not required.

3. KNOWLEDGE/SKILLS:

• Strong oral and written communication skills acquired through experience in a Retail setting or through a financial background.
• Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers.
• Must be able to multi-task and work independently.
• Meet performance standards commensurate to grade level in call volume, phone efficiency and Quality Assurance. Skill testing related to product knowledge (PKOR).
• Knowledge of intranet/internet.
• Bilingual skills a plus - English/Spanish.

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine and telephone.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:
None

REV. 12/28/2022