What are the responsibilities and job description for the MSR Lead position at Mid Oregon Credit Union?
Description
POSITION: Full-time Member Service Representative Lead
PRIMARY FUNCTION: The MSR Lead assists the Contact Center Manager in ensuring excellent service is provided to members. Lead the MSR team to achieve organizational and team goals. Motivates, coaches, supports, and assists with training MSR staff. Provides prompt, accurate, and courteous service to members in addition to supporting the Contact Center Manager with supervisory duties. Backs up day to day operations for the Contact Center.
REQUIRED SKILLS: Pleasant, friendly demeanor; excellent dispute resolution and customer service abilities in speaking to members over the phone and making them feel comfortable; keyboarding including 10-key; accuracy in handling transactions; ability to understand and retain a variety of detailed information on Credit Union products and services and offer them to members when appropriate. Ability to mentor team, ask appropriate questions, provide solutions, and complete the transaction or service request to the member's satisfaction.
STARTING SALARY: DOE
BENEFITS: Medical, Dental, Vision, Life/Disability/AD&D, EAP, Aflac, 401k with Matching, Paid Vacation/Sick/Float, Paid Volunteer Hours.
STARTING DATE: As soon as possible.
WORK LOCATION: Contact Center, Bend
PROPOSED SCHEDULE: The work schedule is typically 8:05 a.m. to 5:05 p.m., Monday through Thursday and 9:05 a.m. to 6:05 p.m. on Fridays.
POSITION: Full-time Member Service Representative Lead
PRIMARY FUNCTION: The MSR Lead assists the Contact Center Manager in ensuring excellent service is provided to members. Lead the MSR team to achieve organizational and team goals. Motivates, coaches, supports, and assists with training MSR staff. Provides prompt, accurate, and courteous service to members in addition to supporting the Contact Center Manager with supervisory duties. Backs up day to day operations for the Contact Center.
REQUIRED SKILLS: Pleasant, friendly demeanor; excellent dispute resolution and customer service abilities in speaking to members over the phone and making them feel comfortable; keyboarding including 10-key; accuracy in handling transactions; ability to understand and retain a variety of detailed information on Credit Union products and services and offer them to members when appropriate. Ability to mentor team, ask appropriate questions, provide solutions, and complete the transaction or service request to the member's satisfaction.
STARTING SALARY: DOE
BENEFITS: Medical, Dental, Vision, Life/Disability/AD&D, EAP, Aflac, 401k with Matching, Paid Vacation/Sick/Float, Paid Volunteer Hours.
STARTING DATE: As soon as possible.
WORK LOCATION: Contact Center, Bend
PROPOSED SCHEDULE: The work schedule is typically 8:05 a.m. to 5:05 p.m., Monday through Thursday and 9:05 a.m. to 6:05 p.m. on Fridays.