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.

Responsibilities:

• 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.

• 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

Preferred: 

• 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