[Remote] LA County - Contact Center MSR II - Remote

Note: The job is a remote job and is open to candidates in USA. Golden 1 Credit Union is seeking a Contact Center Member Service Representative II who is energetic and goal-oriented with a passion for service excellence. The role involves providing exceptional service by responding to member inquiries, resolving concerns, and engaging members to achieve their financial goals while navigating multiple software applications.ResponsibilitiesDemonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, and escalations with minimum guidanceLearn and retain an exceptional working knowledge of products and servicesMeet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environmentDemonstrates understanding of member needs, concerns and or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgencyDemonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the positionDemonstrate superior product knowledge recommending products/services to meet the member’s needsIdentify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient mannerIdentify and report fraudulent activity to prevent potential loss to Credit UnionUpdate member and Credit Union account information efficiently and accuratelyEducate members on products in an effort to retain and enhance member loyaltyMaintains ownership with the majority of their calls, requiring minimal guidance from SupportAbility to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situationAssist members with Online /Mobile Banking complex issues and Mobile Wallet set-upAbility to open Sub sharesComplete Regulatory Training Modules as requiredModel Golden 1 core values Integrity, Reliability, Service Excellence, and InclusionPerform other duties as assignedSkillsMust have contact center experience with banking experience being a plusSuccessful completion of High School curriculum or GEDOne year customer service experience in a contact center environment and/or 2+ years financial services experienceStrong oral, written and interpersonal communication skills acquired through experience in a Retail setting or through a financial backgroundAbility to converse, demonstrate sincere concern, and build rapport while resolving problems and offering solutions to inquiries in English and/or Spanish with callersMust be able to multi-task and work independentlyMeet performance standards commensurate to grade level with efficiency and qualitySkill testing related to product knowledgeAbility to effectively and efficiently utilize all systems required to resolve member issues related to online banking and mobile wallet troubleshootingAbility to effectively and efficiently utilize all systems required to open new sub accountsAbility to demonstrate good decision making and obtaining guidance for situations as neededKnowledge of intranet/internetAptitude for learning a variety of computer systems and using technology to solve member issuesAbility to navigate multiple computer systems, applications, and utilize search tools to find informationEffective oral and written communication skills required to ensure exceptional member experienceMust possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, and telephoneSome college preferred, not requiredMember relationship building experience preferred, not requiredBilingual skills a plus - English/SpanishCompany OverviewGolden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services. It was founded in 1933, and is headquartered in Sacramento, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.golden1.com/.



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