Summit Credit Union · 3 months ago
MSCC Representative
Greensboro,NC,US
Full-time
Onsite
New Grad, Entry Level
0+ years expSummit Credit Union is seeking an MSCC Representative to handle inbound and outbound calls while providing quality member service. The role involves assisting members with various transactions, resolving issues, and cross-selling Credit Union services and products.
FinanceFinancial ServicesNon Profit
Responsibilities
Embraces and encourages the "Selling is Telling" philosophy by provides members with information about products and services for the benefit of the member and the credit union to strengthen member relations with Summit Credit union
Maintains a positive, professional attitude and pleasant tone when dealing with others
Constantly accesses staff intranet to remains current and up to date on communications, policies, procedures, and service that are offered to provide efficient and accurate responses to members’ inquiries and ensures own familiarity with the most up-to-date policies and procedures
Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards and call measurements
Responds and resolves all members request and correspondences maintaining electronic images of such correspondence using Fast Docs
Works with the Internal Audit department in processing tasks to comply with escheat regulations
Accepts accountability for member or internal member issues and follows up for resolution
Assists staff and management on specific tasks and/or special projects
Uses advanced problem-solving skills paired with knowledge of Summit Credit Union policies and procedures to identify and communicate appropriate solutions for members
Meets sales goals as assigned
Handles all financial call types, such as IRA, online banking and debit card support
Proactively assists members with completion of product applications to facilitate additional sales
Recognizes and communicates the need for potential additions to current policies and procedures
Handles both telephone and email contacts
Maintains detailed knowledge of when and where to escalate issues
Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards
Maintains confidentiality when handling member requests and transactions
Accurately take members loan applications by insuring loan policy requirements are met
Understands departmental functions and Summit Credit Union operations including: Branch Operations, Data Processing / Information Systems, Lending, Marketing, Accounting, Card Services, Collections, Consumer and Mortgage Lending
Maintains positive, friendly attitude while controlling the conversation to ensure minimal calls abandon rates and call volume standards are achieved
No more than 5% monthly average abandoned rate
No more than 45 second monthly average answer speed
Qualification
Required
Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
Ability to write reports, business correspondence, and procedure manuals
Ability to effectively present information and respond to questions from groups of managers, members, and the general public
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Knowledge of Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); and Electronic Mail Software (Outlook)
Excellent communication and interpersonal skills with the ability to gain the trust of members
Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required
Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented
Remain calm and professional in stressful situations
Must be able to work independently and productively with minimum supervision
Recognize problems, identify possible causes and resolve routine problems
Team player with a 'can do' attitude that can work in a fast-paced environment
Ability to establish and maintain professional atmosphere for employees and members
Ability to handle high call volume and answer member questions in a timely manner
Able to work a flexible schedule
Ability to consistently meet and/or exceed monthly metrics as required
Cross-selling experience required
Basic knowledge and ensure compliance with applicable regulatory requirements and internal policies and procedures
Working knowledge of the following systems to handle inquiries/requests: Fiserv, Deluxe System (Order Pro, Chexsystems), CISCO IP System, Confiance Recorder, Branch Suite, L360, Fast Docs, and Electronic Services
Working knowledge of remote check deposit
Connect
Secured Messaging
Account to Account Transfer
Home Banking Member Access
Multifactor Authentication
Home Banking Bill Pay Services-IPay
Call 24
People to People Pay
New Member Applications
Credit Reporting System, Vantiv (Card Processing), Clearing House Origination, and Individual Retirement Account (IRA) Direct (Ascensus)
Company
Summit Credit Union
Summit Credit Union is a non-profit financial service firm.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sam Whitehurst
President/CEO
Lindy Fuller
Regional Partnership Manager
Company data provided by crunchbase