Universal Representative 1 (Bilingual Preferred)

Role

With a goal of delivering experiences rooted in empowerment and education, the MSC Universal Rep 1 is responsible for answering incoming calls, call backs, chats and emails to identify and action caller requests in accordance with our service standards & core values. Possesses extensive knowledge on the online banking platform and tools and can troubleshoot effectively and efficiently with members. Handles complex member inquiries, is detail oriented and can work efficiently in a fast-paced environment. Exhibits sound judgement in making decisions in elevated interactions across all channels. While engaging with any member, the Universal Rep 1 acts as a trusted advisor to improve member satisfaction and enhance our members’ financial future through offering products/services that fit the member’s needs. Supports individual, team, and organization initiatives through meeting/exceeding established metrics & minimum expectations. Delivers consistent experience by being proficient in knowledge on products, services, processes & procedures.

Major Duties and Responsibilities

Handles inbound and outbound calls, emails, chat, and secure message inquiries.

Answer incoming calls, chat, secure messages and email; determines the needs of the caller and verify the caller’s identity, minimizing the caller’s time and effort in resolving their concern.

Provides in-depth support on digital banking tools and is able to quickly and efficiently identify and resolve member friction with the products.

Accurately and effectively provides oral and written communication to members: delivering on P1FCU service standard

Executes a need-based sales approach by identifying/initiating conversations about P1FCU products/services that might be beneficial to members and provide information about their value and benefit. Submitting proactive referral requests.

Perform transaction functions for members; including but not limited to transfer funds between accounts and/or loan, stop payments, close, reorder debit cards, reset PIN numbers, add travel notices, provide balances and recent transactions, process loan or credit card payments, online banking assistance, and more in depth requests such as IRA’s and account research etc. to assure members needs are addressed in a polite and friendly manner. Providing self-serve options for applicable interactions.

Ensures accuracy of accounts through proper verification and validation of information. Take appropriate steps to update information, when necessary.

Conducts research on complex requests and activates problem resolution skills to resolve member issues.

Troubleshoot and provide support in relations to digital banking tools.

Leverages CRM tool to maintain and update member profiles to create transparency, efficiency and accountability.

Meet and exceed metrics, quality monitoring, and minimum expectations while contributing to the overall success of the team and P1FCU.

Assist other departments and branches with requests as needed, provide support for other departments in fulfilling member requests. Performs other duties as assigned.

Adhere to all policies and procedures related to servicing, sales, regulatory compliance, and call quality, including privacy and confidentiality of information.

Act as liaison for our members to provide first-call resolution through coordination and follow-up with other business areas.

Maintain knowledge and adherence to all BSA and other regulatory requirements.

Knowledge and Skills

Experience

A minimum of one year up to three years of retail or telephone sales experience preferred, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

Courtesy and tact are essential elements of the job. Work involves personal contact with customers and others inside and outside the organization, generally regarding fairly routine matters for the purposes of giving and obtaining information or instructions, updating or referring. Communications generally require shorter and not in-depth discussions.

Other Skills

• Strong knowledge of financial products and services

• Ability to multitask, utilizing multiple programs proficiently, with high degree of detail

• Ability to solve problems to resolve member issues/concerns

• Ability to work in self-driven, fast-paced environment

• Excellent communication skills, including both written and verbal

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.