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Municipal Credit Union · 1 day ago

Contact Center Member Service Rep. II

Cortlandt Street, New York, NY, US

Full-time

Hybrid

Entry Level

$16/hr - $25.57/hr

1+ years exp

Municipal Credit Union is a well-established financial institution that has been serving its members for over 100 years. They are seeking a Contact Center Member Service Rep. II to ensure excellent member service by answering incoming service calls, performing member inquiries and transactions, and maintaining a high level of accuracy in a high-volume call environment.

BankingFinanceFinancial Services

Responsibilities

Ensure excellent member service; every call, every time

Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities

Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)

Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)

Properly log and track all incoming 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

May train new MSRs for basic transactions and inbound service calls

Back up other queues as necessary (general queue and queues less complex, 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

Qualification

Call Center experienceMicrosoft Office SuiteRetail banking experienceMember service skillsResearch skillsEthical standardsProblem-solving skillsInterpersonal skillsCommunication skillsTime management skills