Universal Representative 2

Universal Representative 2

Hot Job

Optional Work from Home Southway - Lewiston, ID; Nampa Branch - Nampa, ID; P1FCU Garden City - Garden City, ID; P1FCU Grangeville - Grangeville, ID; P1FCU Post Falls - Post Falls, ID; P1FCU St Maries - St Maries, ID; P1FCU Tonasket - Tonasket, WA; Warner Branch - Lewiston, ID

Overview

Salary Range $22.99 - $34.48 Hourly

Role

With a goal of delivering experiences rooted in empowerment and education, the MSC Universal Rep 2 is responsible for answering incoming calls, call backs, chats, emails and Video Banking interactions to identify and action caller requests in accordance with our service standards & core values. Possesses extensive knowledge on the online banking platform and tools and can troubleshoot effectively and efficiently with members. Create new memberships and conducts file maintenance on new accounts through our Video Banking channel. Handles complex member inquiries, is detail oriented and can work efficiently in a fast-paced environment. Exhibits sound judgement in making decisions in elevated interactions across all channels. Such as; debit card limit increases, fee reversals and overrides. While engaging with any member, the Universal Rep 2 acts as a trusted advisor to improve member satisfaction and enhance our members' financial future through offering products/services that fit the member's needs. Supports individual, team, and organization initiatives through meeting/exceeding established metrics & minimum expectations. Delivers consistent experience by being proficient in knowledge on products, services, processes & procedures.

Major Duties and Responsibilities

Handles inbound and outbound calls, emails, chat, Video Banking and secure message inquiries.

Answering incoming calls, determines the needs of the caller and verify the caller's identity, minimizing the caller's time and effort in resolving their concern.

Provides in-depth support on digital banking tools and is able to quickly and efficiently identify and resolve member friction with the products.

Displays an engaging, on-screen presence and appearance, positive attitude, and effective communication style through video conferencing. Must be fluent with emerging technologies while possessing excellent communication skills in a face-to-face environment while also being comfortable on camera at all times.

Identify/Initiate conversations about P1FCU products/services that might be beneficial to members and provide information about their value and benefit. Submitting proactive referral requests.

Perform teller functions for members; including but not limited to transfer funds between accounts and/or loan, stop payments, close, reorder debit cards, reset PIN numbers, add travel notices, provide balances and recent transactions, process loan or credit card payments, online banking assistance, and more in depth requests such as IRA's and account research etc. to assure members needs are addressed in a polite and friendly manner. Providing self-serve options for applicable interactions.

Elevated decision authority- supporting team members with fee refund requests, debit card limit increases, and overrides. Understanding P1FCU policies, the ability to make quick informed decisions and sound judgement to resolve issues/requests effectively.

Mentoring/job shadowing- involves providing guidance, support, and training to new hires. Share best practices, tips, and techniques to enhance agents' performance.

Leverage CRM tool to maintain and update member profiles to create transparency, efficiency and accountability.

Be a P1FCU brand ambassador through all verbal and written communication; including interactions with members. Meet and exceed metrics, quality monitoring, and minimum expectations while contributing to the overall success of the team and P1FCU. Champion/advocate for the introduction and utilization of P1FCU products and services.

Assist other departments and branches with requests as needed, provide support for other departments in fulfilling member requests. Performs other duties as assigned.

Balances daily transactions and verifies check totals. Investigates and resolves out of balance conditions. Adhere to all policies and procedures related to servicing, sales, regulatory compliance, and call quality, including privacy and confidentiality of information.

Act as liaison for our members to provide first-call resolution through coordination and follow-up with other business areas. Demonstrate ability to build long-term relationships through a need-based sales approach. Encourage and assist members in optimizing their banking experience by enrolling in the various digital products available. Maintain knowledge and adherence to all BSA and other regulatory requirements.

Qualifications

Knowledge and Skills

Experience