Description:
Position Overview: The Member Contact Center (MCC) Agent I will be a member's first contact with our support team. This role contributes to the overall member experience by delivering exceptional customer service during every interaction.
What You Will Do:
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Assist members with conducting maintenance on their deposit accounts, including but not limited to transfers, balance inquiries, debit card status, preferred statement delivery method, and updating contact information
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Verify account ownership to ensure member privacy
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Uphold fraud detection measures and report suspicious activity following department processes
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Identify lead origination opportunities by presenting additional products and services to meet member needs
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Correctly transfer calls from to appropriate parties for internal and external callers
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Manage a high volume of calls while maintaining a low rate of errors
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Meets/exceeds departmental service level agreement expectations considering call handle time, hold time, and after-call work, in addition to meeting individual KPIs
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Independently de-escalate complex calls or further escalate when needed following the department's escalation process
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Maintain member engagement standards while managing multiple systems simultaneously
Requirements:
Our Ideal Candidate:
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High school diploma or GED required
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Prior experience working in a financial institution is preferred
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Basic knowledge and ability to handle common account transactions and member requests
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Experience with MS Suite
Reports to
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Member Contact Center Manager
Environmental and Physical Activity Requirements: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions. The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature.
Other Duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.