MSR Contact Center

Role
Serve members and/or potential members by determining requirements, answering inquiries, resolving problems, fulfilling request, maintaining database and be able to provide full range of products and services information offered by Topside Federal Credit Union.

Major Duties and Responsibilities

• Demonstrate efficiency with financial transactions for checking/savings and borrowing members. Analyze and research to resolve problems in discrepancies related to member accounts. Process address changes, stop payments and loan payments.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Assist other departments and branches with transactions as needed, provide support for the department and branch managers in fulfilling member requests and merchant verification' s.
• Create and maintain a clean, neat, pleasant work environment by maintaining a professional look (i.e. dress, posture, attitude, etc.) positive outlook and behavior toward members and co-workers.
• Counsel current and prospective members about membership eligibility, products and services Identify opportunities to cross service products.
• Assist members with submitting overdraft protection and debit card applications, assist members with disputes for debit and credit card transactions.

Knowledge & Skills

Experience
Up to six months of similar or related experience including time spent in preparatory positions. Experience in member/customer service preferably in a call center, retail banking or financial institution.

Education/Certifications/Licenses
High school degree or GED required.

Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

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 moderate 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 instructions and follow oral instructions. 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 member 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.

Acknowledgement

This position may be eligible for remote work. Nothing in this position description restricts managements right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

Topside FCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color religion, sex/gender, national origin, disability, age, or any other category protected by law.