Contact Center Member Service Representative II

This is a fully remote position, open to applicants in California.

📋 Description

• Address intricate member issues and escalations with minimal supervision.

• Acquire and retain knowledge of products and services.

• Achieve set standards for phone efficiency and quality performance.

• Attend to member needs, concerns, and frustrations with care and appropriate urgency.

• Suggest products and services to fulfill member needs.

• Identify, investigate, and resolve member issues.

• Efficiently process and complete member transactions.

• Detect and report fraudulent activities.

• Accurately update member and Credit Union account information.

• Educate members about products to foster and enhance loyalty.

• Take responsibility for the majority of calls with minimal support guidance.

• De-escalate situations using sound judgment and critical thinking.

• Assist with complex Online/Mobile Banking inquiries and Mobile Wallet setup.

• Open Sub shares.

• Complete required Regulatory Training Modules.

• Exemplify Golden 1 Core Values.

• Perform additional duties as assigned.

⛳️ Requirements

• Previous experience in a contact center is required.

• Candidates must reside in the Sacramento, CA area.

• A High School Diploma or General Education Degree (GED) is required.

• Some college education is preferred.

• At least 1 year of customer service experience in a contact center environment is required.

• A minimum of 2 years of experience in financial services is required.

• Experience in building member relationships is preferred.

• Advanced understanding of Credit Union operations.

• Comprehensive knowledge of state and federal laws and regulations pertaining to credit union compliance, including bank secrecy and anti-money laundering laws.

• Capability to resolve complex issues and escalations with minimal guidance.

• Ability to meet phone efficiency and quality performance standards in a fast-paced environment.

• Skill in identifying, investigating, and resolving both basic and complex member concerns.

• Proficiency in detecting and reporting fraudulent activities.

• Capability to assist with complex Online/Mobile Banking issues and Mobile Wallet setup.

• Ability to open Sub shares.

• Competence in completing required Regulatory Training Modules.

🏝️ Benefits

• Comprehensive compensation package.

• Well-being and work-life balance programs.

• Opportunities for career development and growth.

• Rewards and recognition programs.

• Commitment to Diversity, Equity, and Inclusion.