Contact Center Member Service Rep. II

Municipal-Credit-Union; New York (NY); On-site; USD 28,000 - 52,000; Full time

Benefits offered by this job

Attendance bonus

401(k) with company match

Medical insurance

Vision insurance

Dental insurance

Life insurance

Disability insurance

Flexible PTO

Paid holidays

Job summary

Municipal Credit Union is seeking a Contact Center Member Service Rep. II to handle inbound calls, perform basic transactions, and deliver a high-quality member experience in a fast-paced environment.

You will log interactions, follow up on requests, and maintain up-to-date knowledge of MCU products and policies while contributing to service metrics and cross-selling opportunities. Depending on the workload, overtime and Saturdays may be required, with onsite work for the first six months and a

Qualifications

• 1-2 years’ Call Center experience required.
• Retail banking experience is a plus.
• Availability to work overtime and Saturdays as required.
• Onsite work for the first 6 months, then hybrid work model.

Responsibilities

• Answer inbound member requests via calls; log and route based on knowledge and abilities.
• Perform basic member transactions and inquiries (e.g., changes, inquiries, online banking requests).
• Perform outbound calls as needed for follow-up and referrals.
• Meet/exceed contact center metrics (call quality, handle time, wait time).
• Cross-sell MCU products when appropriate.
• Back up other queues during high volume and assist with emails/chats as needed.

Skills

Call center experience

Problem-solving

Interpersonal communication

Written communication

Time management

Ethical conduct

Microsoft Office

Multitasking

Retail banking

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Member Service Rep. II

6 days ago Requisition ID: 3030

Salary Range: $20.00 To $38.05 Hourly

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview:

Answer 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 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:

• 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

Requirements

• 1-2 years’ Call Center experience
• Retail banking experience is a plus
• Availability to work overtime and Saturdays as required
• Ability to work onsite for the first 6 months, then a hybrid model is implemented.
• Proficiency in Microsoft Office Suite
• Strong research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results

We are passionate about winning.

Agility

We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity

We operate with the highest ethical standards and highest degree of honesty.

Belonging

We cultivate a culture of inclusion and teamwork.

Ownership

We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here:

The pay range for this position is between $20-38.05/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.