[Remote] Remote Contact Center MSR II (Solano County)

Note: The job is a remote job and is open to candidates in USA. Golden 1 Credit Union is seeking a Contact Center Member Service Representative II who is energetic and goal-oriented with a passion for service excellence. The role involves providing exceptional service to members by responding to inquiries, resolving concerns, and educating members on products to enhance their financial goals.

Responsibilities

• Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, 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 or 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 members 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 Integrity, Reliability, Service Excellence, and Inclusion
• Perform other duties as assigned

Skills

• Must have contact center experience with banking experience being a plus
• Successful completion of High School curriculum or GED
• One year customer service experience in a contact center environment and/or 2+ years financial services experience
• 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 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
• Ability to effectively and efficiently utilize all systems required to open new sub accounts
• Ability to demonstrate good decision making and obtaining guidance for situations as needed
• Knowledge of intranet/internet
• 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
• Effective oral and written communication skills required to ensure exceptional member experience
• 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
• Some college preferred, not required
• Member relationship building experience preferred, not required
• Bilingual skills a plus - English/Spanish

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