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Golden 1 Credit Union · 1 month ago

Remote Contact Center Member Service Representative II - (LA County or Surrounding Area) - CA Only

United States

Full-time

Remote

Entry, Mid Level

$22.50/hr - $22.50/hr

1+ years exp

Golden 1 Credit Union is seeking a 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 effectively navigating software applications to enhance member experiences.

BankingFinanceFinancial Services

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 using 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

Qualification

Contact center experienceFinancial services experienceBilingual (English/Spanish)Multi-tasking abilityEffective communicationProblem-solving skillsCustomer service skillsTechnology aptitudeInterpersonal skillsDecision making

Required

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

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