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Form of workJob Description
Job Description
Job Title:
Contact Center Member Service Rep IV
FLSA Status
Non-Exempt
Department:
Contact Center
Job Class
Clerical
Reports to:
Assistant Manager, Contact Center
Union Code
Local 153
EEO Job Category:
Administrative Support Worker
Pay Grade:
BU8
Management Position:
No
Highly Compensated:
No
Overview: Assist members through answering incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic, complex, and specialized transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.
Responsibilities:
- Specific duties include, but are not limited to, the following:
- Answer complex inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities.
- Perform member transactions, inquiries and problem resolution of the highest complexity (i.e. online troubleshooting, in-depth account research, additional fraud research, utilize additional systems outside of MCU’s core to determine problem resolution, etc.)
- Perform outbound calls as needed (payment verification, transfer verifications, member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Required to learn all ancillary systems in order to resolve more complex complaints and assist other reps with answers. May have additional access rights in other systems to complete these transactions.
- Properly log and track all calls and member contact; ensure wrap up codes properly correspond to member requests.
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the request.
- Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
- Maintain comprehensive knowledge of MCU products and services.
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment.
- Cross-sell additional products and services to best fit member need(s).
- Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
- Assist members with more complex and specialized inquiries to support back office departments such as but not limited to collections, consumer loan servicing, mortgage loan servicing, financial crimes, consumer loan processing, and mortgage loan processing.
- Provide additional support to other call queues during high volume times to ensure appropriate coverage and wait time.
- May train other MSRs for transactions and inbound service calls.
- Back up other queues as necessary (any service queue when call volume dictates).
- May help answer member emails or chats, as necessary
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Perform other duties as required
Requirements:
- 3+ years call center experience, minimum
- Back office operations area experience preferred
- Retail banking experience is a plus
- Previous sales experience preferred
- Availability to work overtime and Saturdays
Competencies:
- Proficiency in Microsoft Office Suite
- Excellent Member Service skills
- Excellent research and problem-solving skills
- Excellent interpersonal, oral and written communication skills
- Ability to multi-task; good time management skills
- Highly ethical.
MCU Values and Expected Competencies:
- Results:
- We will achieve the best outcomes for our members. Continuously track and measure everything and use it to always improve. Be proactive, not reactive.
- Teamwork:
- We will work together to achieve common goals as ONE TEAM.
- Agility:
- We will remain agile through our decision making, planning and delivery; using curiosity and creativity to see situations from all perspectives.
- Ownership:
- We will hold ourselves and each other accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.
- Integrity:
- We will act professionally and positively. Build trust by doing what we say. Be upfront and communicate thoroughly.
- Belonging:
- We will create environments in which any individual or group can be welcomed, respected, supported and valued.
Span of Control / Direct Reports
No Direct Reports
