Remote Contact Center MSR II - Madera County - CA only

TITLE: CONTACT CENTER MEMBER SERVICE REPRESENTATIVE II STATUS: NON-EXEMPT REPORT TO: MSCC SUPERVISOR DEPARTMENT: MEMBER SERVICE CONTACT CENTER JOB CODE: 1104 PAY SCALE: $22.50 - $25.00 HOURLY Must have contact center experience with banking experience being a plus GENERAL DESCRIPTION: This Member Service Representative II is an energetic and goal-oriented individual who has a passion for service excellence; providing exceptional service, utilizing effective call handling techniques to create a positive and memorable experience. The MSR II responds accurately to member inquiries by telephone in English and Spanish languages (if certified). The MSR II effectively navigates software applications and simultaneously works on multiple screens while resolving member concerns. The ideal candidate will proactively engage members to achieve their financial goals in a consultative approach as part of the solution to their inquiry. TASKS, DUTIES, FUNCTIONS: Demonstrates advanced Credit Union knowledge, ability to resolve complex issues, digital support, 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 or frustrations and respond by demonstrating care, concern, and an appropriate sense of urgency. Demonstrate a thorough underst