Contact Center Member Service Representative II (Sacramento)
联系中心经验是这个角色的要求，银行经验是一个加倍。候选人必须本地在萨克拉门托，加州地区工作。职位标题：联系中心 MSR II 状态：不免费报告：Sup - 联系中心部门：成员服务联系中心工作编码：1104 薪酬范围：$22.50 - $ 25.00/HR 地点：远程在萨克兰托，加拿大地区我们谁是：金 1信用联盟是全国顶级信贷协会之一。作为一个拥有成员国的非营利合作社，金 1是由帮助人民的信贷协作理念指导。我们致力于赋予我们的成员权力和提升我们的社区，因为我们创造了一个更公平和经济包容的加州。我们欢迎所有接受我们的核心价值观的人。你是谁：你是一个以成员为中心的金融服务专业人士，在快速发展的联系中心环境中勃发展，并热衷于提供卓越服务。你拥有会员互动，建立持久关系，并致力于遵守标准，同时生活 Golden 1'的核心价值素质。你将做什么？· 展示先进的信用联盟知识，能够通过最小指导解决复杂问题和升级的能力。· 学习和保持优异的实操了解产品和服务。· 符合和达到与学年级水平相匹配的既定性能标准，在快速发展环境中具有电话效率和质量。· 证明了解成员需求，担忧和挫折感，并通过表现出关心，关注和适当的紧迫性来响应。· 展示有关国家和联邦法律和法规的全面理解，包括银行保密和反洗钱法的规定，以满足该职位。· 表明优良的产品知识推为成员的需要提供产品/服务。· 识别，调查和解决基本和复杂的成员问题，及时有效地处理和完成会员交易。· 鉴定和报告欺诈活动以防止潜在损失给信用联盟。· 有效而准确地更新会员和信用联盟账户信息。· 为保持和增强会员忠诚度努力教育会员产品。· 维护大多数电话的所有权，需要支持的最低指导。· 从多个角度来看待情况并应用良好的意见。
查看英文原文
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.
Please view the full job description detailing the complete list of duties and expectations for this role by clicking or copying this URL into your browser:
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.
Originally posted on Himalayas