Contact Center Representative

5 days ago

New York, New York, United States Municipal Credit Union Full time
About the Job

Municipal Credit Union is seeking a highly skilled and motivated Contact Center Member Services Representative to join our team. As a Contact Center Member Services Representative, you will be responsible for providing exceptional member service, answering incoming service calls, and performing member inquiries and transactions.

Key Responsibilities
  • Ensure excellent member service, every call, every time.
  • Answer inbound member requests via member call-ins, queue assignment based on knowledge, skills, and abilities.
  • Perform more complex member transactions and inquiries, such as releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.
  • Perform outbound calls as needed, such as member call back queue, as requested for follow-up, may follow-up on member referrals, etc.
  • Properly log and track all incoming calls and member contact, ensure wrap up codes properly correspond to member requests.
  • May document more complicated service transactions required by separation of duties to be performed by a partner department, such as MAS or ACH processing, ensure proper documentation and routing of the request.
  • Meet/exceed set eBranch metrics and service goals, such as call quality, average talk time, hold time, member wait time, productivity requirements, etc.
  • Maintain comprehensive knowledge of MCU products and services.
  • Maintain comprehensive knowledge of credit union policies and procedures, as well as applicable rules and regulations, and how they apply to MCU's eBranch environment.
  • Cross-sell additional products and services to best fit member needs.
  • Cross-train on more complex servicing transactions and services, such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
  • May train new MSRs for basic transactions and inbound service calls.
  • Back up other queues as necessary, general queue and queues less complex, when call volume dictates.
  • May help answer member emails or chats, as necessary.
Requirements
  • Excellent member service skills.
  • Excellent interpersonal, oral, and written communication skills.
  • Retail banking experience is a plus.
  • 1-2 years' Call Center experience.
  • Ability to multi-task, good time management skills.
  • Strong research and problem-solving skills.
  • Proficiency in Microsoft Office Suite.
  • Availability to work Hybrid Schedule, Overtime, and Saturdays as needed.
  • 6 months on-site.
  • Highly ethical.
About Municipal Credit Union

Municipal Credit Union is a not-for-profit financial cooperative that has been serving the financial needs of its members for over 100 years. We are committed to providing exceptional service, competitive rates, and innovative products to our members. Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results, and continuously challenge ourselves to be better than yesterday.

What We Offer

Competitive compensation, medical and dental benefits, 401K with employer contribution, flexible paid time off, and a welcoming and fulfilling work environment.

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