FT Member Contact Agent (Universal MSR)- Contact Center

If you enjoy answering questions, offering solutions, and facilitating communication with both current MY CREDIT UNION members and future members then this is the position for you.  In this role many times you will serve as the first point of contact in the member journey with MY CREDIT UNION.  The primary means of communication would be via telephone, but could include on-line, email, mail, fax, or other communication channels.  Knowledge of financial products, services, policies, and procedures is required. 

Must be available to work between the hours of 7:45 AM - 6:15PM.  Schedule may vary. Plus a minimum of two Saturdays a month.

Monthly & Quarterly incentives paid.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Serve as first point of contact with both MY CREDIT UNION members and non-members in most cases.
2. Build rapport with Members with goal of MY CREDIT UNION becoming their trusted advisor.
3. Provide excellent member service to Members over the phone and through various electronic channels.
4. Execute Member Requests that include but are not limited to: Checking, Savings, IRA, and Loan Inquiries. Plastic Card (Visa Credit & Debit) related inquires, Online Banking and Mobile App Inquires.
5. Process Account Maintenance including but not limited to: Address Changes, Online Banking Enrollment, Funds Transfers and Visa, Loan or Line of Credit payments.
6. Identify and recommend appropriate MY CREDIT UNION product and service solutions to members.
7. Actively cross sells and maintain up-to-date knowledge on all products and services.
8. Possess Excellent Verbal, Written and Electronic Communication Skills.
9. Safeguard the confidentiality and security of member information and other sensitive data, in accordance with MY CREDIT UNION’s policies and procedures.
10. To remain compliant with MY CREDIT UNION’s policies and procedures
11. Be an energetic part of a cohesive team. 
    

MEMBER SERVICE REPRESENTATIVE (TELLER)/UNIVERSAL DUTIES (As Needed): 

1. Execute member service transactions, including but not limited to, deposits, withdrawals, cash advances, loan payments, transfers, check cashing, selling gift cards, etc.
2. Respond and resolve member requests.
3. Provide account information regarding account status, current balances, and loan payoffs.
4. Follow internal security procedures for member identification.
5. Follow internal balancing procedures.
6. Follow Safe Deposit Box procedures for member access.
7. Performs other duties as needed or assigned.  
   

STANDARDS OF PERFORMANCE: 

1. Always convey a professional image by being respectful, courteous, and considerate of members, co-workers through verbal and non-verbal communications, adhering to MY CREDIT UNION’s dress code, and maintain a clean organized workspace.

1. Follow MY CREDIT UNION’s Harassment, Discrimination and Respectful Conduct Policy and the Fraud Policy/Code of Ethics Statement.
2. Complies with Bank Secrecy Act/Anti-Money Laundering/CIP (U.S. Patriot Act) procedures and policies.
3. Meets individual quality service goals as identified in your performance action plan.
4. Be an effective team member through cooperation, flexibility, dependability, attendance, lack of tardiness and participation at meetings and training. 

MINIMUM QUALIFICATIONS: 

Education:  High School diploma or equivalent. 

Experience:  

1. 2 years or more of customer service.
2. Minimum of 1 year of Credit Union or Retail Banking experience preferred (willing to train the right candidate).

Other Required Knowledge, Skills, and Abilities:  

1. Excellent verbal and non-verbal communication skills.  Ability to speak effectively to members and employees of the organization.  Ability to read and interpret basic forms, credit union documents, operating and maintenance instructions, and procedure manuals.  
2. Desire, ability, and experience in working with and helping people in a professional setting with a professional business appearance.
3. Up-to-date and comprehensive knowledge of all MY CREDIT UNION products and services.
4. Proficiently operate a computer.  Working knowledge of Microsoft Office Suite (Email, Word, Excel, Outlook, etc.) and Windows operating system.  Ability to use copy machine, fax machine, typewriter, printer and general office equipment.
5. Must be well organized and manage time well.
6. Must be bondable and honest.
7. Understand DNA system. 

EQUIPMENT USED: 

• Microsoft 365, 10-Key Calculator, Computer 

MENTAL & PHYSICAL DEMANDS/WORKING CONDITIONS: 

Mental Effort: 

1. Ability to manage multiple requests at the same time.
2. Ability to maintain a professional demeanor in stressful circumstances. 

Physical Requirements: 

1. Employee must be able to lift 35 pounds.
2. Employee is regularly required to stand for extended periods; use their hands and fingers to handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear.  The employee is occasionally required to climb, balance, stoop, kneel, crouch, or crawl.
3. Employee must be able to read a computer screen and enter data with the use of a keyboard. 

Working Conditions:

1. Stress varies depending on workflow from high to low.
2. Some travel between offices may be required.  

MY Credit Union offers a comprehensive benefit package that includes: 

Medical, Dental, Life, Vision, STD, LTD, PTO, 401(k)/Retirement Plan with up to 6% matching contribution, and Paid holidays.

Disclaimer: This position description is intended to describe the general nature and level of work being performed by the person assigned to this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.  Employees holding this position will be required to perform any other position related duties as required by management. 

Individuals with disabilities will not be disqualified because of their inability to perform nonessential or marginal functions of the job.   No selection criteria that screen out or tends to screen individuals with disabilities will be used by the credit union.  The credit union will provide reasonable accommodations to assist individuals with disabilities based on guidelines within the Americans with Disabilities Act. 

I have read and understand all the above.  I have reviewed the essential duties and responsibilities for which I am responsible.  I understand that this document does not create an employment contract and that I am employed by MY CREDIT UNION on an “at will” basis.