Contact Center Member Service Representative II (Sacramento) at Golden 1 Credit Union in 8945 Cal Center Dr, Sacramento, CA 95826, USA

Job description

• Contact center experience is a requirement for this role, banking experience is a plus. Candidates must be local to the Sacramento, CA area.
• Job Title: Contact Center MSR II
• Status: Non-exempt
• Reports to: Sup - Contact Center
• Department: Member Service Contact Center
• Job Code: 1104
• Pay Range: $22.50 - $25.00/HR
• Location: Remote in Sacramento, CA area
• You are a member-focused financial services professional who thrives in a fast-paced contact center environment and is passionate about delivering exceptional service. You take ownership of member interactions, build lasting relationships, and are committed to upholding compliance standards while living Golden 1's Core Values.

Responsibilities

• Demonstrates advanced Credit Union knowledge, ability to resolve complex issues 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 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 member 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.
• Perform other duties as assigned.

Requirements

• H.S. Diploma or General Education Degree (GED) required
• Some college preferred
• 1+ years customer service experience in a contact center environment required
• 2+ years financial services experience required
• Member relationship building experience preferred

Skills

Required

• Contact center experience
• Customer service experience
• Financial services experience
• Advanced credit union knowledge
• Product knowledge
• Problem-solving and critical thinking
• De-escalation skills
• Phone efficiency and quality
• Ability to open sub shares
• Regulatory training completion

Preferred

• Banking experience
• Member relationship building experience

Benefits

• Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.
• Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser: https://golden1.jdxpert.com/ShowJob.aspx?EntityID=2&id=2055