Contact Center Member Service Representative II

Job not on LinkedIn

🔥 7 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $22 - $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Golden 1 Credit Union

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1933

🏦 Banking

💸 Finance

Banking • Finance

Golden 1 Credit Union is a member-owned credit union headquartered in Sacramento, California. It provides retail and business banking and a wide range of consumer financial services, including multiple checking and savings options, term certificates and IRAs, mortgages and home equity products, auto and personal loans, credit cards, investing and wealth services, and insurance and protection options. The credit union emphasizes online and mobile banking tools, member rewards and cashback programs, financial education, community grants and scholarships, and partnerships (for example with the Golden 1 Center/Sacramento Kings).

📋 Description

• Resolve complex member issues and escalations with minimal guidance • Learn and retain knowledge of products and services • Meet established phone efficiency and quality performance standards • Respond to member needs, concerns, and frustrations with care and appropriate urgency • Recommend products and services to meet member needs • Identify, investigate, and resolve member concerns • Process and complete member transactions efficiently • Identify and report fraudulent activity • Update member and Credit Union account information accurately • Educate members on products to retain and enhance loyalty • Take ownership of the majority of calls with minimal Support guidance • De-escalate situations using judgment and critical thinking • Assist with complex Online/Mobile Banking issues and Mobile Wallet setup • Open Sub shares • Complete Regulatory Training Modules • Model Golden 1 Core Values • Perform other duties as assigned

🎯 Requirements

• Contact center experience required • Candidates must be local to the Sacramento, CA area • 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 • Advanced Credit Union knowledge • Thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws • Ability to resolve complex issues and escalations with minimal guidance • Ability to meet phone efficiency and quality performance standards in a fast-paced environment • Ability to identify, investigate, and resolve basic and complex member concerns • Ability to identify and report fraudulent activity • Ability to assist with complex Online/Mobile Banking issues and Mobile Wallet setup • Ability to open Sub shares • Ability to complete required Regulatory Training Modules

🏖️ Benefits

• Comprehensive compensation package • Well-being and work-life balance programs • Career development and growth • Rewards and recognition • Commitment to Diversity, Equity and Inclusion