Contact Center MSR II

🔥 49 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $22 - $25 / hour

⏰ Full Time

🟢 Junior

📞 Call Center Representative

🚫👨‍🎓 No degree required

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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

• Respond accurately to member inquiries by telephone in English and Spanish languages (if certified). • Effectively navigate software applications and simultaneously work on multiple screens while resolving member concerns. • Proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. • Demonstrate advanced Credit Union knowledge, ability to resolve complex issues, digital support, 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. • Demonstrate understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency. • 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 members on products in an effort to retain and enhance member loyalty. • Maintain 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. • Complete Regulatory Training Modules as required. • Model Golden 1 core values Integrity, Reliability, Service Excellence, and Inclusion. • Perform other duties as assigned.

🎯 Requirements

• Successful completion of High School curriculum or GED. • One year customer service experience in a contact center environment and/or 2+ years financial services experience. • Strong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial background. • Ability to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callers. • Must be able to multi-task and work independently. • Meet performance standards commensurate to grade level with efficiency and quality. • Skill testing related to product knowledge. • Ability to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshooting. • Ability to effectively and efficiently utilize all systems required to open new sub accounts. • Ability to demonstrate good decision making and obtaining guidance for situations as needed. • Knowledge of intranet/internet. • Aptitude for learning a variety of computer systems and using technology to solve member issues. • Ability to navigate multiple computer systems, applications, and utilize search tools to find information. • Bilingual skills a plus - English/Spanish.