Location: Alaska, Arizona, Nevada, Texas, Washington, Wyoming

Schedule: 40 hours/week

Pay: Depends on location and experience

Requirements: 1 year customer service experience, high school diploma or equivalent

Job Type: temp to hire

Summary:

The primary role of the Member Contact Center Representative I is to provide exemplary service to customers via all manners and methods of contact, including but not limited to: phones, e-mail, web channels, mail, and facsimile. Under general supervision, the MCC Rep I 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:

• Responsible for providing efficient and timely service to the membership via phone, mail, facsimile, as applicable. Provides basic member service transactions, with quality and accuracy.


• Consults with members. Identifies needs, offers solutions, and follows up on any pending transactions. Holds conversations that matter with members either in person or over the phone.


• Recommends other products and services such as ancillary products as appropriate from having conversations that matter with members.


• Performs various duties including but not limited to: Opening all new Member Accounts; Savings, Checking, Money Market, Trust, Certificates, and IRA. Completes all appropriate forms such as Account Cards, Certificate Application and Agreement, Trust Application and Agreement, and Certificate of Trust. Recommends other products and services as appropriate from having conversations that matter with members.


• Performs a wide variety of account maintenance including but not limited to: changes of address, name changes, adding/updating account set up, adding/updating joint owners, adding/updating beneficiaries, closing accounts, processing deceased accounts and notary services.


• Identifies and reports any suspicious behavior or suspected fraud activity.


• Completes all required training and compliance modules.


• Treats all co-workers and members with respect.


• Supports and participates in continuous improvement activities.


• Represents the Credit Union in a positive and professional manner.


• Other related duties as assigned.


• Maintains member and other sensitive information with confidentiality.

Preferred Qualifications: Call center experience, banking/financial experience, excellent customer service

• 1 year retail experience with a proven track record in meeting and or exceeding service and sales goals.


• Basic understanding of financial products and services.


• Professional verbal skills and etiquette.


• Competent 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


• Successful completion of all compliance related coursework

Education: High School or Equivalent