MSCC Representative

Description

This position is primarily responsible for handling inbound calls and project specific outbound calls and providing quality member service, assisting members with monetary and non-monetary transactions such as inquiries, transfers, check withdrawals, wires, loans, taking loan applications and opening new accounts, stop payments, and member account changes; resolving problems, balancing daily work and cross selling Credit Union services and products by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Core duties and responsibilities include the following. Other duties may be assigned.
• Embraces and encourages the "Selling is Telling" philosophy by provides members with information about products and services for the benefit of the member and the credit union to strengthen member relations with Summit Credit union.
• Maintains a positive, professional attitude and pleasant tone when dealing with others.
• Constantly accesses staff intranet to remains current and up to date on communications, policies, procedures, and service that are offered to provide efficient and accurate responses to members’ inquiries and ensures own familiarity with the most up-to-date policies and procedures. 
• Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards and call measurements.
• Responds and resolves all members request and correspondences maintaining electronic images of such correspondence using Fast Docs.
• Works with the Internal Audit department in processing tasks to comply with escheat regulations.
• Accepts accountability for member or internal member issues and follows up for resolution.
• Assists staff and management on specific tasks and/or special projects.
• Uses advanced problem-solving skills paired with knowledge of Summit Credit Union policies and procedures to identify and communicate appropriate solutions for members. 
• Meets sales goals as assigned. 
• Handles all financial call types, such as IRA, online banking and debit card support.
• Proactively assists members with completion of product applications to facilitate additional sales.
• Recognizes and communicates the need for potential additions to current policies and procedures. 
• Handles both telephone and email contacts.
• Maintains detailed knowledge of when and where to escalate issues. 
• Builds and maintains strong business relationships with phone members and prospective members through established customer service and sales standards. 
• Maintains confidentiality when handling member requests and transactions. 
• Accurately take members loan applications by insuring loan policy requirements are met.
• Understands departmental functions and Summit Credit Union operations including:
• Branch Operations     
• Data Processing / Information Systems
• Lending
• Marketing
• Accounting
• Card Services
• Collections
• Consumer and Mortgage Lending

ACCOUNTABILITY:

• Maintains positive, friendly attitude while controlling the conversation to ensure minimal calls abandon rates and call volume standards are achieved.
• No more than 5% monthly average abandoned rate
• No more than 45 second monthly average answer speed

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Interpersonal

• Customer Service - Manages difficult or emotional customer situations; listens carefully and responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.

Organization

• Ethics - Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Self-management

• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
• Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions.
• Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent.
• Maintains a neat and organized station while exhibiting good time management skills

Reports to: MSCC Manager  

Requirements

QUALIFICATIONS:

To perform this job successfully, 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 functions.

EDUCATION AND/OR EXPERIENCE:

Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, members, and the general public.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); and Electronic Mail Software (Outlook).

OTHER SKILLS AND ABILITIES:

• Excellent communication and interpersonal skills with the ability to gain the trust of members 
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented
• Remain calm and professional in stressful situations
• Must be able to work independently and productively with minimum supervision
• Recognize problems, identify possible causes and resolve routine problems
• Team player with a "can do" attitude that can work in a fast-paced environment
• Ability to establish and maintain professional atmosphere for employees and members
• Ability to handle high call volume and answer member questions in a timely manner 

OTHER QUALIFICATIONS:

• Able to work a flexible schedule 
• Ability to consistently meet and/or exceed monthly metrics as required
• Cross-selling experience required
• Basic knowledge and ensure compliance with applicable regulatory requirements and internal policies and procedures.
• Working knowledge of the following systems to handle inquires/requests: Fiserv, Deluxe System (Order Pro, Chexsystems), CISCO IP System, Confiance Recorder, Branch Suite, L360, Fast Docs, and Electronic Services
• Working knowledge of remote check deposit
• Connect
• Secured Messaging
• Account to Account Transfer
• Home Banking Member Access
• Multifactor Authentication
• Home Banking Bill Pay Services-IPay
• Call 24
• People to People Pay
• New Member Applications
• Credit Reporting System, Vantiv (Card Processing), Clearing House Origination, and Individual Retirement Account (IRA) Direct (Ascensus)

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

NOTE: 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.