Contact Center Representative II

SUMMARY

The Contact Center II Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, resolving member issues, and demonstrating behaviors supporting the Mirastar Experience. This includes communication with members through phone and digital channels. This individual will adhere to compliance with all policies, procedures, and regulatory requirements. They may also be asked to perform account maintenance activities and process basic financial and lending transactions.

QUALIFICATIONS

To perform this job successfully, an individualmust be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education and/or Experience: A high school diploma or GED equivalent and a range of 2 to 4 years related experience and/or equivalent combination of education and experience.
• Certificates, Licenses, Registrations: None required, none preferred.
• Geographical Location: This position may be eligible for a flexible work arrangement. Individuals working in this position must be located within the state of California.

ESSENTIAL FUNCTIONS

• Answer calls of a specific or general nature, directing members to appropriate departments as needed.
• Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
• Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.
• Open new membership and subsidiary accounts, including all types of depository and account ownerships.
• Have a thorough understanding of Mirastar Federal Credit Union's product and service offerings.
• Cross-sell products and services within established guidelines.
• Answer questions and resolve problems on products, services, and operational procedures.
• Provide technical and subject matter expertise to team members.
• Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.
• Assist in the training of new employees.
• Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
• Act as backup for other positions as needed, including but not limited to branches and at corporate.
• Other duties as assigned.
• Compliance with the Bank Secrecy Act, OFAC, and USA PATRIOT Act, including but not limited to completing Member Identification Program requirements for new customers, accurate completion of new account activity profile, and reporting suspicious activities to your supervisor and BSA Officer.

KNOWLEDGE, SKILLS, AND ABILITIES

• Detail-oriented, self-starter who can work independently and/or remotely.
• Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.
• Effective interpersonal and interdepartmental skills with the ability to work with all levels of staff, management, and members in a professional, approachable, and positive manner.
• Ability to perform multiple, simultaneous tasks and change priorities in an efficient, confidential, and effective manner.
• Ability to conduct thorough research and escalate issues appropriately to provide workable recommendations and solutions to problems.
• Ability to demonstrate commitment to self-improvement by taking the initiative of learning new skills, systems, and procedures as well as taking advantage of the continuous education opportunities within and outside of the Credit Union.
• Maintain thorough and current knowledge of all federal, state, and local regulations as well as internal policies, procedures, products, and services.
• Computer literate and proficient in software applications, financial analysis programs, Adobe Acrobat, online research tools and MS Office: Word, Excel, PowerPoint, and Outlook
• Hungry: Demonstrates a strong drive for continuous learning, growth, and expanded responsibility. Self-motivated, diligent, and proactive in identifying the next step and the next opportunity to contribute.
• Humble: Operates with low ego and high respect for others. Actively recognizes and elevates the contributions of teammates, prioritizing collective success over personal recognition. Approaches work with openness, respect, and a collaborative mindset, welcoming diverse perspectives and constructive feedback.
• Works Intelligently: Demonstrates strong situational awareness and sound judgment. Understands group dynamics, uses intuition, emotional intelligence, and thoughtful decision-making to navigate complex interactions to achieve the best outcomes.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.

• Full-time hours required, with additional work hours as necessary to accomplish objectives, goals, and projects.
• Occasionally lift and/or move up to 10 pounds.

EEO STATEMENT

Mirastar encourages diverse applicants to apply for all positions. Mirastar does not discriminate in employment opportunities or practices on the basis of race, color, religion, creed, sex, familial status, marital status or domestic partner status, national origin, age, disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition including genetic characteristics, veteran or military status, sexual orientation, gender identify, gender expression, any persons holding an undocumented “AB 60” driver’s license, or any other characteristic protected by law. This provision also includes the perception that anyone has any of the above characteristics or is associated with a person who has or is perceived as having any one of these characteristics. Discrimination based on any of these protected classifications is unlawful and is a violation of company policy. The Company makes all employment decisions without regard to these protected statuses and does not tolerate harassment or discrimination.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Mirastar Federal Credit Union reserves the right to revise or change job duties and responsibilities as the need arises.