Contact Center Member Service Rep. II

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: Answer incoming service calls ensuring first-call resolution; perform member inquiries and transactions while providing the highest quality member experience. Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.

Responsibilities:

Specific duties include, but are not limited to, the following: 

• Ensure excellent member service; every call, every time

• Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities. 
• Perform 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 requests. 
• May 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 request. 
• Meet/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 services. 
• Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCUs Contact Center environment. 
• Cross-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, etc. 
• May train new MSRs for basic transactions and inbound service calls. 
• Back up other queues as necessary (general queue and queues less complex, when call volume dictates). 
• May help answer member emails or chats, as necessary 
• Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance 
• Perform other duties as required

Requirements:

• 1-2 years’ Call Center experience 
• Retail banking experience is a plus 
• Availability to work overtime and Saturdays as required 
• Ability to work onsite for the first 6 months, then a hybrid model is implemented. 

Competencies: 

• Proficiency in Microsoft Office Suite 
• Excellent member service skills 
• Strong research and problem-solving skills 
• Excellent interpersonal, oral and written communication skills 
• Ability to multi-task; good time management skills 
• Highly ethical 

Why you’ll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You’ll Love Working Here:

The pay range for this position is between $20-38.05/hr. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for an attendance bonus, 401(k) with an 8% employer contribution per pay period, and overtime eligibility. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.