Senior MCC Agent: Complex Transactions & Escalations

Vibrant Credit Union; Moline (IL); On-site; USD 42,000 - 54,000; Full time

Job summary

Vibrant Credit Union is seeking a Senior MCC Agent to assist members with complex transactions and escalated issues, delivering exceptional service while protecting privacy and security.

The role involves managing high call volumes, navigating multiple systems, and ensuring compliance with policies. A high school diploma and 1-2 years in a financial institution are preferred, with knowledge of core banking and fraud detection.

Qualifications

• High school diploma or GED required.
• 1-2 years' experience working in a financial institution.
• Working knowledge of core banking systems, ticketing platforms, and payment solutions.
• Working knowledge of fraud detection techniques and identity verification processes.

Responsibilities

• Confirm account ownership to protect member privacy and security.
• Deliver efficient, accurate service while managing high call volumes and multiple systems.
• Meet or exceed departmental service level agreements and individual performance metrics.
• Resolve member inquiries and account issues across all complexity levels.
• Handle member-requested escalations, de-escalating or escalating calls per department procedures.
• Identify cross-selling opportunities and present relevant products and services to meet members’ needs.
• Accurately route member inquiries to the appropriate teams when necessary.
• Follow all departmental policies, procedures, rules, regulations, and compliance requirements, and complete all required compliance and security training by assigned due dates.

Education

High school diploma or GED

Job description

Vibrant Credit Union is seeking a Senior MCC Agent to assist members with complex transactions and escalated issues, delivering exceptional service while protecting privacy and security.

The role involves managing high call volumes, navigating multiple systems, and ensuring compliance with policies. A high school diploma and 1-2 years in a financial institution are preferred, with knowledge of core banking and fraud detection.