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Mirastar Federal Credit Union · 1 month ago

Contact Center Representative II

2099 Gateway Place, Suite 140, San Jose, CA 95110

Full-time

Hybrid

Entry, Mid Level

$27.29/hr - $33.64/hr

2+ years exp

Mirastar FCU is a credit union seeking a Contact Center Representative II to handle member transactions and assist with service and operational duties. The role involves resolving member issues, communicating through phone and digital channels, and ensuring compliance with policies and regulations.

BankingFinancial Services

Growth Opportunities

Responsibilities

Answer calls of a specific or general nature; directing members to appropriate departments as needed

Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments

Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals

Open new membership and subsidiary accounts, including all types of depository and account ownerships

Have a thorough understanding of Mirastar Federal Credit Union's product and service offerings

Cross-sell products and services within established guidelines

Answer questions and resolve problems on products, services, and operational procedures

Provide technical and subject matter expertise to team members

Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments

Assist in the training of new employees

Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program

Act as backup for other positions as needed, including but not limited to branches and at corporate

Other duties as assigned

Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, and reporting suspicious activities to your supervisor and BSA Officer

Qualification

Customer serviceFinancial transactionsCompliance knowledgeComputer proficiencyCommunication skillsProblem-solvingDetail-orientedInterpersonal skillsSelf-motivatedTeam player

Required

A high school diploma or GED equivalent

A range of 2 to 4 years related experience and/or equivalent combination of education and experience

Detail-oriented, self-starter who can work independently and/or remotely

Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels

Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner

Ability to perform multiple, simultaneous tasks and change priorities in an efficient, confidential, and effective manner

Ability to conduct thorough research and escalate issues appropriately to provide workable recommendations and solutions to problems

Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures, as well as taking advantage of the continuous education opportunities within and outside of the Credit Union

Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services

Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools, and MS Office: Word, Excel, PowerPoint, and Outlook

Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity

Humble: Lack excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self. Shares credit emphasizes team over self and defines success collectively rather than individually

Work Intelligently: Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions

Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects

Occasionally lift and/or move up to 10 pounds