Mirastar Federal Credit Union · 21 hours ago
Senior Contact Center Representative
2099 Gateway Place, Suite 140, San Jose, CA 95110
Full-time
Hybrid
Mid, Senior Level
$29/hr - $33/hr
3+ years expMirastar FCU is a financial institution seeking a Senior Contact Center Representative to handle member transactions and provide leadership within the contact center. The role involves ensuring compliance with policies, assisting in account maintenance, and enhancing member experience through effective communication and support.
BankingFinancial Services
Responsibilities
Comply with all applicable policies and procedures, performing duties associated with the maintenance, control, and security of member information. Provide an additional support point of contact for staff to resolve escalated member situations and provide on-the-spot feedback to more efficiently service our members
Prepare lunch and break schedules for optimum member service level, adjusting as dictated by work demands
Provide leadership, knowledge, and support to Contact Center staff in handling member transactions and escalations
Open new membership and subsidiary accounts, including all types of depository and account ownerships
Assist in the training of new employees
Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience
Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status
Have a thorough understanding of Mirastar’s product and service offerings
Cross-sell products and services within established guidelines
Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals
Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments
Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments
Answer questions and resolve problems on products, services, and operational procedures
Assist management with follow-up on staff job duties to ensure completion of assigned tasks
Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control
Provide technical and subject matter expertise to team members
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
Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location
Act as backup for other positions as needed
Fill in at other Branch locations or Corporate Office as needed
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 supervisor and BSA Officer
Other duties as assigned
Qualification
Required
High School Diploma and a range of 3 to 5 years related experience and/or equivalent combination of education and experience
Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels
Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner
Forward-thinking, with professional standards and business profile
Ability to handle simultaneously multiple tasks and changing priorities in an efficient and effective manner
Ability to maintain strict confidentiality
Ability to conduct thorough research and provide workable recommendations and solutions to problems
Broad knowledge of, and practical experience with operations functions, products, and services, and the laws and regulations which affect the Credit Union
Detail-oriented, self-starter who is able to work independently
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
Works Intelligently: Has 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
Company
Mirastar Federal Credit Union
A strong, vibrant community is one where prosperity is in reach for everyone.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Ie-Chen Cheng
SVP/Chief Financial Officer
Divine G. David
Senior Vice President / Chief Experience Officer
Company data provided by crunchbase