[Hiring] Contact Center Member Service Representative II @Golden 1 Talent Acquisition Team

Role Description

Contact center experience is a requirement for this role, banking experience is a plus. Candidates must be local to the Sacramento, CA area.

• Demonstrates advanced Credit Union knowledge, ability to resolve complex issues and escalations with minimum guidance.
• Learn and retain an exceptional working knowledge of products and services.
• Meet and achieve established performance standards commensurate to grade level, with phone efficiency and quality in a fast-paced environment.
• Demonstrates understanding of member needs, concerns and frustrations and respond by demonstrating care, concern and an appropriate sense of urgency.
• Demonstrate a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
• Demonstrate superior product knowledge recommending products/services to meet the member’s needs.
• Identify, investigate, and resolve basic and complex member concerns, as well as process and complete member transactions in a timely and efficient manner.
• Identify and report fraudulent activity to prevent potential loss to Credit Union.
• Update member and Credit Union account information efficiently and accurately.
• Educate member on products in an effort to retain and enhance member loyalty.
• Maintains ownership with the majority of their calls, requiring minimal guidance from Support.
• Ability to de-escalate situations, looking from several points of view and applying good judgement and critical thinking to resolve the situation.
• Assist members with Online/Mobile Banking complex issues and Mobile Wallet set-up.
• Ability to open Sub shares.
• Complete Regulatory Training Modules as required.
• Model Golden 1 core values.
• Perform other duties as assigned.

Qualifications

• H.S. Diploma or General Education Degree (GED) required
• Some college preferred
• 1+ years customer service experience in a contact center environment required
• 2+ years financial services experience required
• Member relationship building experience preferred

Benefits

• Market-competitive and internally equitable total rewards compensation package
• Comprehensive compensation package
• Well-being and work-life balance
• Career development and growth
• Rewards and recognition
• Commitment to Diversity, Equity and Inclusion