Call Center MSR

Duties and Responsibilities

• Candidate must be detail oriented, self-starter, and possess the ability to multi-task while working in a fast-paced environment, communicate professionally while providing superior member service.
• Provides friendly, professional, confidential and effective assistance to members.
• Assists members with financial transaction requests.
• Fulfills member account maintenance requests in accordance to policy.
• Ensures members requests and questions are promptly resolved.
• Handles member complaints.
• Troubleshoots and resolves internal and external inquiries.
• Ensures that avenues of member contact such as calls, e-mail, chat, text are responded to in a timely manner, as assigned.
• Ensures that member communications are responded to appropriately and timely as required.
• Proactively offers products and services as solutions to member needs.
• Talks with employees and members, answers questions, addresses complaints and resolves situations while using good judgment and protecting credit union interests. Communications may involve motivating, influencing, educating and/or advising others.
• Follows guidelines and policies such as Bank Secrecy Act, Patriot Act and Office of Foreign Assets Control, CIP, Reg CC, B, D, E and Z intended to limit risk and exposure for the organization and its members. Types of risk include fraudulent transactions, account fraud or mishandling, compliance with policies, security guidelines and the organizations reputation.