[Remote] LA County - Contact Center MSR II - Remote

Note: The job is a remote job and is open to candidates in USA. Golden 1 Credit Union is seeking a Contact Center Member Service Representative II who is energetic and goal-oriented with a passion for service excellence. The role involves providing exceptional service by responding to member inquiries, resolving concerns, and engaging members to achieve their financial goals while navigating multiple software applications.

Responsibilities

• Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidance
• Learn and retain an exceptional working knowledge of products and services
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment
• Demonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency
• 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
• Demonstrate superior product knowledge recommending products/services to meet the member’s needs
• Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner
• Identify and report fraudulent activity to prevent potential loss to Credit Union
• Update member and Credit Union account information efficiently and accurately
• Educate members on products in an effort to retain and enhance member loyalty
• Maintains ownership with the majority of their calls, requiring minimal guidance from Support
• Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation
• Assist members with Online /Mobile Banking complex issues and Mobile Wallet set-up
• Ability to open Sub shares
• Complete Regulatory Training Modules as required
• Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion
• Perform other duties as assigned

Skills

• Must have contact center experience with banking experience being a plus
• Successful completion of High School curriculum or GED
• One year customer service experience in a contact center environment and/or 2+ years financial services experience
• Strong oral, written and interpersonal 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 with efficiency and quality
• Skill testing related to product knowledge
• Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting
• Ability to effectively and efficiently utilize all systems required to open new sub accounts
• Ability to demonstrate good decision making and obtaining guidance for situations as needed
• Knowledge of intranet/internet
• Aptitude for learning a variety of computer systems and using technology to solve member issues
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Effective oral and written communication skills required to ensure exceptional member experience
• 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
• Some college preferred, not required
• Member relationship building experience preferred, not required
• Bilingual skills a plus - English/Spanish

Company Overview