Contact Center MSR I - On-Site - Sacramento Area - CA Only

TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE I
STATUS: NON-EXEMPT
REPORT TO: MSCC SUPERVISOR
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
JOB CODE: 1101
PAY SCALE: $21.00 - $23.00 HOURLY


GENERAL DESCRIPTION:
The Member Service Representative 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 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:
• Efficiently process service transaction(s) with minimal errors and mitigate potential losses to Credit Union and Member.
• Identify, investigate, and resolve basic member concerns, digital support 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 accurately.
• Achieve performance standards commensurate to grade level with phone efficiency and quality in a fast-paced environment.
• Appropriately identify solutions to address/resolve members’ inquiry helping members take advantage of Golden 1 service/products by providing features and benefits. 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. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
• Demonstrate current knowledge of all Golden 1 products and services as well as policies, procedures, and systems for Member Service Representative I functions.
• 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.
• Complete Regulatory Training Modules as required.
• Model Golden 1 core values Integrity, Reliability, Inclusion and Service Excellence.
• Perform other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:
1. Effective oral and written communication skills required to ensure 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, 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 in call volume, phone efficiency and Quality.
◦ Assurance. Skill testing related to product knowledge.
◦ Knowledge of intranet/internet.
◦ Bilingual skills a plus - English/Spanish.
◦ 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.
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.
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