The representative will resolve complex member issues, provide product education, and process transactions within a fast-paced contact center environment. They are responsible for maintaining compliance with state and federal regulations while delivering exceptional service and upholding credit union core values.
Contact center experience is a requirement for this role, banking experience is a plus. Candidates must be local to the Sacramento, CA area.
Job Title:Contact Center MSR II Status: Non-exempt Reports to: Sup - Contact Center Department: Member Service Contact Center Job Code: 1104 Pay Range: $22.50 - $25.00/HR Location: Remote in Sacramento, CA area
WHO WE ARE: Golden 1 Credit Union is among the top credit unions in the country. As a member-owned, not-for-profit cooperative, Golden 1 is guided by the credit union philosophy of “people helping people.” We are committed to empowering our members and uplifting our communities as we create a more equitable and financially inclusive California. We welcome all who embrace our Core Values.
WHO YOU ARE:
You are a member-focused financial services professional who thrives in a fast-paced contact center environment and is passionate about delivering exceptional service. You take ownership of member interactions, build lasting relationships, and are committed to upholding compliance standards while living Golden 1's Core Values.
WHAT YOU'LL DO:
Demonstrates advanced Credit Union knowledge, ability to resolve complex issues 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 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 member 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.
Perform other duties as assigned.
QUALIFICIATIONS AND PREFERENCES:
H.S. Diploma or General Education Degree (GED) required
Some college preferred
1+ years customer service experience in a contact center environment required
2+ years financial services experience required
Member relationship building experience preferred
WHY JOIN US:
Golden 1 Credit Union provides its employees a market-competitive and internally equitable total rewards compensation package through a variety of programs. These programs are designed to attract, motivate, and retain employees that drive and support the achievement of Our Mission, Vision, and Strategic Goals. The Credit Union is committed a total rewards philosophy built on; a comprehensive compensation package, well-being and work-life balance, career development and growth, rewards and recognition, and a commitment to Diversity, Equity and Inclusion. We believe in fostering a workplace where every employee is recognized, valued, and motivated to contribute their best.
DISCLAIMER/INTENT AND FUNCTION OF JOB DESCRIPTIONS:
The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. Because the nature of positions and job functions can change over time, this job description is not designed to contain or be interpreted as a comprehensive inventory of all essential functions, duties, responsibilities and qualifications requirements of team members assigned to this job. Job duties may be changed or modified in the Credit Union’s discretion. The Credit Union will keep team members updated on key functions, duties, and requirements of their position by communications from the Credit Union and by updating the job description from time to time. Any team member with questions about the nature of their job duties is encouraged to consult with their supervisor.
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