Contact Center Member Service Rep. II

Municipal Credit Union is dedicated to providing affordable financial products and services to its members. The Contact Center Member Service Rep. II is responsible for answering incoming service calls, ensuring high-quality member experiences, and performing various member transactions and inquiries in a high-volume call environment.ResponsibilitiesEnsure excellent member service; every call, every timeAnswer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilitiesPerform more complex member transactions and inquiries (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 (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 requestsMay document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing). Ensure proper documentation and routing of the requestMeet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)Maintain comprehensive knowledge of MCU products and servicesMaintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environmentCross-sell additional products and services to best fit member need(s)Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etcMay train new MSRs for basic transactions and inbound service callsBack up other queues as necessary (general queue and queues less complex, when call volume dictates)May help answer member emails or chats, as necessaryAdhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliancePerform other duties as requiredSkills1-2 years' Call Center experienceAvailability to work overtime and Saturdays as requiredAbility to work onsite for the first 6 months, then a hybrid model is implementedProficiency in Microsoft Office SuiteExcellent member service skillsStrong research and problem-solving skillsExcellent interpersonal, oral and written communication skillsAbility to multi-task; good time management skillsHighly ethicalRetail banking experience is a plusBenefitsAttendance bonus401(k) with an 8% employer contribution per pay periodOvertime eligibilityMedicalVisionDentalLifeDisability insuranceFlexible paid time off11 paid holidays annuallyCompany OverviewMunicipal Credit Union has been serving the financial needs of our members since 1916. It was founded in 1916, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is https://nymcu.org.



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