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Raiz Federal Credit Union · 6 days ago

MSR II-Call Center

El Paso, TX

Full-time

Onsite

Mid Level

$19.31/hr - $28.96/hr

4+ years exp

Raiz Federal Credit Union is dedicated to serving its community and guiding members towards their financial goals. The MSR II-Call Center role involves providing exceptional service to members, supporting team members, and addressing complex inquiries while fostering a positive member experience.

Credit CardsFinanceFinancial Services

Responsibilities

Assist call center management to ensure that support and training is provided to all our team members

Planning, assigning, directing work, resolving problems, and addressing complaints, will be of top priority

Knowledgeable in all call center MSR duties

Responsible for assisting the call center supervisor in daily tasks

Responsible for quality of member service through teaching, motivating, coaching, and developing the call center team to offer personalized products to our members based on their financial needs

Assist in Developing strong leaders by acclimation and success of new and tenured team members

Demonstrates knowledge of RAIZ products and services

Provides guidance and answers questions related to credit union’s products and services

Assist in establishing new membership, maintenance accounts, open IRAs, Business Accounts, and Certificate of Deposit

Knowledgeable expert who is educated on all services provided by the credit union

Attends required training and demonstrates a willingness to continue learning

Will be a subject matter expert in troubleshooting digital services such as Online/Mobile banking and ATM assistance

The ability to work well with others in every situation and empathize with the call center team

A natural communicator who builds a positive environment alongside call center supervisor, to achieve uniformity and an inclusive culture

A natural communicator who is able to help others understand complex topics

Must be able to handle and de-escalate challenging situations while maintaining a professional demeanor

Initiate and lead conversations to identify member needs

An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience

Experience in member service operations, including a comprehensive understanding of member needs, expectations, and effective strategies in order to exceed their financial goal

Expert in setting up, servicing, unlocking, and troubleshooting for Online/Mobile banking issues and Personal Audio Teller

Responsible efforts in account retention and/or properly closing all accounts

Responsible for handling members' interaction with account inquiries and processing transactions by phone

Educate membership and answers questions related to credit union and all other related services

Supports cross-selling efforts and solves problems. This individual will assist in establishing new membership, maintenance accounts, open IRA’s, Business Accounts, and Certificate of Deposit

Knowledgeable expert who is educated on all services provided

Attends required training and demonstrates a willingness to keep learning

Good understanding of credit union’s operations and procedures

Acting as a trusted advisor to provide guidance to our members and building trust

Demonstrates the ability to provide advice considering our members’ best interests. Building members relationships

Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information

A natural communicator who is able to help others understand complex or intimidating topics

Must be able to handle and deescalate challenging situations while maintaining a professional demeanor

Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller

Be able to resolve complex situations and diffuse escalated interactions

Responsible to interact with members via audio and video

Attends required training and demonstrates a willingness to keep learning

Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training

All Call Center MSR duties

Assists with other duties as assigned or identified

Qualification

Customer service experienceFinancial industry knowledgeLeadership abilitiesAnalytical skillsMicrosoft Office proficiencyCritical thinkingProblem-solving skillsMulti-taskingEcommerce knowledgeTraining willingnessInterpersonal skillsCommunication skillsConflict managementDetail-oriented