MRCC Agent

At Blue, we discover pathways to realize your possibilities. Our Contact Center Agent is responsible for leading and directing efforts to build and strengthen relationships with current members and prospects within our communities and assisting members through electronic channels. Our contact center receives a high volume of inbound member calls. This position troubleshoots and resolves member concerns by clarifying issues, research and explores alternative solutions and escalating unresolved problems to appropriate team member.

**We are excited to extend a generous sign-on bonus of $500 paid in two installments: $250 at the start of employment and $250 after 120 days.

Major Duties and Responsibilities

• Answers incoming calls in a professional, accurate, timely and courteous manner. Navigates across a broad range of platforms with ease to perform complex service tasks with a high degree of accuracy and speed. Manages high volume of calls, upholding established service level agreements. Assists with monetary transactions, account inquiries, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service-related tasks. Displays successful de-escalation skills, call control and empowerment to find a solution in the best interest of the member and the credit union. Is capable of on-the-spot decisions. Effectively manages multiple priorities and adapts to change within a fast-paced environment.
• Demonstrates operational excellence through adherence to established policies, procedures, and processes. Works extensively with personal member information which must be handled with sensitivity and confidentiality. Engages in and identifies educational and cross-selling opportunities to help our members discover pathways to realize their possibilities. Works closely and cooperatively with other Blue departments and branches to resolve member’s questions and concerns.
• Report trending issues to management based on member comments.
• Completes all required quarterly/annual product knowledge exams and mandatory trainings. Participates in all trainings/meetings and sales and service development activities. Maintains a high degree of confidentiality, adheres to security and internal control procedures.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

 

Knowledge and Skills

Experience

Under one year of similar or preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent.

Spanish Speaking preferred

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

FULL TIME POSITION

Starting Range: $16.39 - $18.44

Full Range: $16.39 - $24.58

Applications will be accepted through 08/14/2025 and encourage you to submit your application as soon as possible for the best opportunity to be considered. We look forward to reviewing your application!

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalit