Remote Contact Center MSR II - (Contra Costa County Area)
Company: Golden 1 Credit Union
Posted on: June 24, 2022
We are seeking enthusiastic, positive, and helpful candidates to
join our contact center team. In this role you will build strong
connections, while providing golden service to our members. JOB
TITLE: Contact Center MSR II DEPARTMENT: Member Service Contact
Center (MSCC) STATUS: Non-Exempt JOB CODE: 1104 GENERAL
DESCRIPTION: This Member Service Representative II is an energetic
and goal-oriented individual who has a passion for service
excellence; providing exceptional service, utilizing effective call
handling techniques to create a positive and memorable experience.
The MSR II responds accurately to member inquiries by telephone in
English and Spanish languages (if certified).
The MSR II effectively navigates software applications and
simultaneously works multiple screens while resolving member
concerns. 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: 1.
Demonstrates advanced Credit Union knowledge, ability to resolve
complex issues and escalations with minimum guidance.
2. Learn and retain an exceptional working knowledge of products
and services. 3. Meet and achieve established performance standards
commensurate to grade level, with phone efficiency and quality in a
4. Demonstrates understanding of member needs, concerns and or
frustrations and respond by demonstrating care, concern and an
appropriate sense of urgency. 5. 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.
6. Demonstrate superior product knowledge recommending
products/services to meet the member's needs. 7. Identify,
investigate, and resolve basic and complex member concerns, as well
as process and complete member transactions in a timely and
8. Identify and report fraudulent activity to prevent potential
loss to Credit Union. 9. Update member and Credit Union account
information efficiently and accurately.
10. Educate member on products in an effort to retain and enhance
member loyalty. 11. Maintains ownership with the majority of their
calls, requiring minimal guidance from Support.
12. Ability to de-escalate situations, looking from several points
of view and applying good judgement and critical thinking to
resolve the situation. 13. Assist members with Online /Mobile
Banking complex issues and Mobile Wallet set-up.
14. Ability to open Sub shares. 15. Complete Regulatory Training
Modules as required.
16. Model Golden 1 core values. 17. Perform other duties as
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE
PERFORMANCE OF THESE TASKS: 1. Effective oral and written
communication skills required to ensure an 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,
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 in a contact
center environment and/or 2+ years financial services experience.
Member relationship building experience preferred, not required.
KNOWLEDGE/SKILLS: 1. Strong oral and written communication skills
acquired through experience in a Retail setting or through a
2. Ability to converse, demonstrate sincere concern, and build
rapport while resolving problems and offering solutions to
inquiries in English and/or Spanish with callers. 3. Must be able
to multi-task and work independently.
4. 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. 6. Ability to effectively and efficiently
utilize all systems required to open new sub accounts. 7.
Ability to demonstrate good decision making and obtaining guidance
for situations as needed. 8. Knowledge of intranet/internet. 9.
Bilingual skills a plus - English/Spanish. 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.
LICENSES/CERTIFICATIONS: None #IND1 We appreciate your interest in
joining the Golden 1 team! If you are selected to participate in
the interview process, we will contact you.
Keywords: Golden 1 Credit Union, Richmond , Remote Contact Center MSR II - (Contra Costa County Area), Other , Richmond, California
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