Contact Center Representative

4 weeks ago


New York, New York, United States Municipal Credit Union Full time
Job Summary

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

Key Responsibilities
  • Provide excellent member service, ensuring first-call resolution and a high-quality member experience.
  • Answer incoming calls, respond to member inquiries, and perform transactions in a timely and accurate manner.
  • Operate within a high-volume call environment, maintaining a high level of productivity and accuracy.
  • Perform outbound calls as needed, following up on member requests and referrals.
  • Properly log and track all incoming calls and member contact, ensuring wrap-up codes accurately reflect member requests.
  • Maintain comprehensive knowledge of MCU products and services, as well as credit union policies and procedures.
  • Cross-sell additional products and services to best fit member needs.
  • Train new MSRs on basic transactions and inbound service calls.
  • Back up other queues as necessary, and assist with member emails and chats.
Requirements
  • Excellent member service skills, with a focus on providing a high-quality member experience.
  • Excellent interpersonal, oral, and written communication skills.
  • Retail banking experience is a plus, but not required.
  • 1-2 years' call center experience, with a strong ability to multitask and manage time effectively.
  • Strong research and problem-solving skills, with proficiency in Microsoft Office Suite.
  • Availability to work a hybrid schedule, with overtime and Saturdays as needed.
Why Join Our Team?

Municipal Credit Union is committed to creating a welcoming and inclusive environment for all employees. We believe in the importance of diversity, equity, and inclusion, and strive to create a workplace where everyone feels valued and respected.

We offer competitive compensation, medical and dental benefits, 401K with employer contribution, and flexible paid time off. If you are a motivated and customer-focused individual who is passionate about providing exceptional member service, we encourage you to apply for this exciting opportunity.



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