Note: The job is a remote job and is open to candidates in USA. Golden 1 Credit Union is seeking a Contact Center Member Service Representative II who is energetic and goal-oriented with a passion for service excellence. The role involves providing exceptional service, resolving member inquiries, and engaging members to achieve their financial goals while navigating multiple software applications.
Responsibilities
- Demonstrates 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
- Demonstrates understanding of member needs, concerns and or 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 members 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 Integrity, Reliability, Service Excellence, and Inclusion
- Perform other duties as assigned
Skills
- Must have contact center experience with banking experience being a plus
- 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
- Effective oral and written communication skills required to ensure exceptional member experience
- Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephone
- Some college preferred, not required
- Member relationship building experience preferred, not required
- Bilingual skills a plus - English/Spanish
Company Overview
- Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services. It was founded in 1933, and is headquartered in Sacramento, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.golden1.com/.