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Member Call Center Rep II

Location : remote
Job Type : Temp/Contract
Reference Code : 1587
Required Years of Experience : 2
Required Education : High School Diploma or GED
Job Industry : Banking - Financial Services

Job Description :


Position Summary:


The primary role of the Member Contact Center Rep II is to provide exemplary service to members via all manners and methods of contact, including but not limited to: phones, e-mail, web channels, mail, and facsimile.


Under minimal supervision, the MCC Rep II performs a wide variety of duties related to member service such as processing deposits and withdrawals, reviewing account information and credit/card transactions, processing loan payments, providing basic online banking support, etc.




  • This position supports all of the company depository and lending products and works to achieve cross-sell goals established by the company.

  • The representatives are generally on the phone in a queue the entire day and responsible for adhering to their assigned schedule to ensure member service standards are met and exceeded.

  • This role’s focus is the member experience and is expected to represent the company in a positive and professional manner at all times, showing mutual respect while working with and collaborating with others to build strong relationships internally within the organization and externally with our members.

  • This means supporting the company goals and Core Values.

  • They must maintain confidentiality with member information, pay attention to detail, ensure accuracy, demonstrate sound judgment, and act with tact and diplomacy.










Required Qualifications :



  • 2 year retail customer service experience, to include at least 1 year financial institution experience with a proven track record in meeting and or exceeding service and sales goals.

  • Working knowledge of applicable banking law, regulations, compliance practices and procedures.

  • Strong phone skills including professional verbal skills and etiquette

  • Solid computer knowledge and proficiency in Microsoft applications (Word, Outlook and Excel), remote signing and ability to work and operate a webcam

  • Excellent follow up

  • Strong interpersonal skills with the ability to effectively listen, understand, and anticipate member needs

  • Excellent Written skills (Email) – Grammar and Spelling

  • Member service and organizational skills

  • Work well with other departments – Team player

  • Genuine interest in helping members through Conversations that Matter and have an empathetic and caring nature

  • Willingness to make a difference

  • Personable and professional

  • High School Diploma or equivalent




  • 3 years related experience with a proven track record in meeting and or exceeding service and sales goals

  • Prior contact center experience

  • Solid knowledge of deposit, loan and ancillary products/services (Trust, IRA, certificates, loans, etc.)

  • Homebanking and Technical skills

  • Bilingual









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