MCC SPECIALIST I
A E A Federal Credit Union Inc A E A Federal Credit Union Inc Yuma, AZ Yuma, AZ $16.
64 - $20.
80 an hour $16.
64 - $20.
80 an hour 17 hours ago 17 hours ago 17 hours ago POSITION PURPOSE The Member Call Center Specialist is responsible for answering phone calls within assigned service levels standards.
Responds to and resolves/satisfies member inquiries, requests, problems and complaints accurately and timely.
Maintains current knowledge level of Credit Union products and services and builds and broadens member relationships through needs-based cross-selling as needs are uncovered.
Utilizes sales tools in support of goal attainment.
Maintains a professional and courteous manner in all interactions with members and co-workers.
Maintains current knowledge and complies with Credit Union policies and procedures.
Perform duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Authenticates account ownership by requesting appropriate information from incoming caller.
Assists members and co-workers with E-service needs.
Assists collections in reviewing delinquent accounts using tracking tools, adding notes for Promise to Pay and collect late fees.
Researches debit and credit card related issues, activation's, fraud alert, deletion and order new cards.
Performs end-of-day (EOD) balancing of official checks processed during business hours.
Builds member relationships and use of Credit Union products and services through needs-based cross-selling via-incoming phone calls, follow-up phone calls, and outbound calls.
Manages and maintains tracking of monthly sales referrals to keep on track for monthly goals.
Obtains and maintains knowledge and understanding of Credit Union products and services and responds to member product and services inquiries to satisfy member needs and build stronger member relationships.
Assists members with the consumer loan product(s) questions, including, but not limited to, consumer secured, unsecured and real estate loans and related insurance products.
Also, check the status of pending loan applications.
Services existing accounts through daily interactions with members including, but not limited to, E-wires, E-checks, research, change of address, stop payments.
Services existing loans through daily interactions with members including, but not limited to, loan payoffs, loan payments, loan application decision notes and research.
Responds to member problems and/or complaints appropriately and request assistance as needed to resolve problems, including supervisor escalations.
Maintains a professional and courteous manner with members and co-workers in all interactions by adhering to the GUEST model for service.
Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer.
Responsible for complying with and maintaining current knowledge of Credit Union policies and procedures.
Works in the spirit of the credit union's Vision, Pillars, and Team Organizing Principle both internally and externally.
Performs other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS To perform this job satisfactorily, 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 duties.
Education/Certification:
High school diploma or equivalent required.
Experience Required:
Six months customer service experience in a call center, financial institution or like business.
Experience as a Teller or similar member-facing role in a financial institution is preferred.
Required Knowledge:
Understanding of financial institutions and/or credit unions and related products and services.
Skills/Abilities:
Strong interpersonal and communication skills and the ability to interact with members, co-workers, and management.
Ability to operate a telephone in a call center environment or similar environment.
Experience using personal computers and typing internal communications and member service notes.
Experience operating a calculator or using financial functions within Excel.
Working knowledge of Microsoft Office and other job-related software programs.
Strong organizational skills, the ability to prioritize responsibilities and work independently.
Estimated Salary: $20 to $28 per hour based on qualifications.
64 - $20.
80 an hour $16.
64 - $20.
80 an hour 17 hours ago 17 hours ago 17 hours ago POSITION PURPOSE The Member Call Center Specialist is responsible for answering phone calls within assigned service levels standards.
Responds to and resolves/satisfies member inquiries, requests, problems and complaints accurately and timely.
Maintains current knowledge level of Credit Union products and services and builds and broadens member relationships through needs-based cross-selling as needs are uncovered.
Utilizes sales tools in support of goal attainment.
Maintains a professional and courteous manner in all interactions with members and co-workers.
Maintains current knowledge and complies with Credit Union policies and procedures.
Perform duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Authenticates account ownership by requesting appropriate information from incoming caller.
Assists members and co-workers with E-service needs.
Assists collections in reviewing delinquent accounts using tracking tools, adding notes for Promise to Pay and collect late fees.
Researches debit and credit card related issues, activation's, fraud alert, deletion and order new cards.
Performs end-of-day (EOD) balancing of official checks processed during business hours.
Builds member relationships and use of Credit Union products and services through needs-based cross-selling via-incoming phone calls, follow-up phone calls, and outbound calls.
Manages and maintains tracking of monthly sales referrals to keep on track for monthly goals.
Obtains and maintains knowledge and understanding of Credit Union products and services and responds to member product and services inquiries to satisfy member needs and build stronger member relationships.
Assists members with the consumer loan product(s) questions, including, but not limited to, consumer secured, unsecured and real estate loans and related insurance products.
Also, check the status of pending loan applications.
Services existing accounts through daily interactions with members including, but not limited to, E-wires, E-checks, research, change of address, stop payments.
Services existing loans through daily interactions with members including, but not limited to, loan payoffs, loan payments, loan application decision notes and research.
Responds to member problems and/or complaints appropriately and request assistance as needed to resolve problems, including supervisor escalations.
Maintains a professional and courteous manner with members and co-workers in all interactions by adhering to the GUEST model for service.
Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer.
Responsible for complying with and maintaining current knowledge of Credit Union policies and procedures.
Works in the spirit of the credit union's Vision, Pillars, and Team Organizing Principle both internally and externally.
Performs other duties as assigned.
QUALIFICATIONS AND REQUIREMENTS To perform this job satisfactorily, 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 duties.
Education/Certification:
High school diploma or equivalent required.
Experience Required:
Six months customer service experience in a call center, financial institution or like business.
Experience as a Teller or similar member-facing role in a financial institution is preferred.
Required Knowledge:
Understanding of financial institutions and/or credit unions and related products and services.
Skills/Abilities:
Strong interpersonal and communication skills and the ability to interact with members, co-workers, and management.
Ability to operate a telephone in a call center environment or similar environment.
Experience using personal computers and typing internal communications and member service notes.
Experience operating a calculator or using financial functions within Excel.
Working knowledge of Microsoft Office and other job-related software programs.
Strong organizational skills, the ability to prioritize responsibilities and work independently.
Estimated Salary: $20 to $28 per hour based on qualifications.
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