Senior Contact Center Representative

SUMMARY

The Senior Contact Center Representative will perform a wide variety of complex duties related to the handling of member transactions, assisting in service and operational duties, providing leadership and guidance, and demonstrating behaviors supporting the Mirastar Experience. This includes communication with members through phone and digital channels. This individual will be responsible for productivity and efficiency including quality control and 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 individual must 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: High School Diploma and a range of 3 to 5 years related experience and/or equivalent combination of education and experience.

·         Certificates, Licenses, and Registrations: None required.

·         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

·         Comply with all applicable policies and procedures, performing duties associated with the maintenance, control, and security of member information. Provide an additional support point of contact for staff to resolve escalated member situations and on-the-spot feedback to more efficiently service our members.

·         Prepare lunch and break schedules for optimum member service level, adjusting as dictated by work demands.

·         Provide leadership, knowledge, and support to Contact Center staff in handling member transactions and escalations.

·         Open new membership and subsidiary accounts, including all types of depository and account ownerships.

·         Assist in training new employees.

·         Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.

·         Prioritize and monitor workflow to meet service level agreements and keep supervisor informed of status.

·         Have a thorough understanding of Mirastar’s product and service offerings.

·         Cross-sell products and services within established guidelines.

·         Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.

·         Perform basic teller functions, including processing share, and share draft deposits, withdrawals, loan payments and draft stop payments.

·         Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.

·         Answer questions and resolve problems with products, services, and operational procedures.

·         Assist management with follow-up on staff job duties to ensure completion of assigned tasks.

·         Assist with contact center & E-branch controls including new accounts reviews, error log reviews, and overall quality control.

·         Provide technical and subject matter expertise to team members.

·         Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of the compliance with the Credit Union’s BSA-AML program.

·         Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.

·         Act as backup for other positions as needed.

·         Fill in at other Branch locations or Corporate offices as needed.

·         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 supervisor and BSA Officer.

·         Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

·         Strong verbal, written, and phone communication skills with demonstrated ability to communicate professionally at all levels.

·         Effective interpersonal skills and ability to work with all levels of staff and members in a professional, approachable, and positive manner.

·         Forward-thinking, with professional standards and business profile.

·         Ability to handle simultaneously, multiple tasks and changing priorities in an efficient and effective manner.

·         Ability to maintain strict confidentiality.

·         Ability to conduct thorough research, and provide workable recommendations and solutions to problems.

·         Broad knowledge of, and practical experience with operations functions, products and services, and the laws and regulations which affect the Credit Union.

·         Detail-oriented, self-starter who is able to work independently.

·         Hungry: Always looking for more. More things to do. More to learn. More responsibility to take on. Self-motivated and diligent. Constantly thinking about the next step and the next opportunity.

·         Humble: Lack of excessive ego or concerns about status. Quick to point out the contributions of others and slow to seek attention for self.  Shares credit emphasizes team over self and defines success collectively rather than individually.

·         Works Intelligently: Have common sense about people. Tend to know what is happening in a group situation and how to deal with others in the most effective way. Demonstrates good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

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.