This job is closed
Applications are no longer available for this announcement. Explore current related opportunities below.
Job description
Member Services Officer I (or II)-Hybrid
Location
US-CA-Valencia
ID
Category
Contact Center
Position Type
Full-Time
Remote
No
Overview
If you love connecting with people and are ready to grow your career in a company that invests in your success, we'd love to meet you. Come be part of something amazing where your contributions truly matter. Be the voice that makes someone's day better while building valuable communication skills in a fast-paced, team-driven environment.
The Member Services Officer I (or II) is responsible for providing "wow" level service to both members and co-workers in a contact center environment. Through effective listening and thorough knowledge of our products and services, the MSO satisfies our members' needs and effectively resolves members' concerns. The MSO personifies our Promise Principles of "Personal", "Professional" and "Proactive".
Responsibilities
Able to handle routine inquiries (balance transfers, loan payments, address changes, etc.) with minimal assistance.
Achieves established goals for Quality Assurance Monthly Observations (QAMO).
Directs more complex calls to appropriate personnel as applicable and adheres to the standards of service quality and statistical performance measures during all member interactions.
Exercises strong verbal and written communication skills to respond to basic member inquiries about products, services and Credit Union policies in a professional and personable manner.
Maintains up-to-date knowledge of all federal regulations related to operations.
Participates actively in team meetings.
Must consistently report to work on-time, as scheduled and adhere to established schedule adherence guidelines.
Other duties as assigned.
Please note that hours can vary depending on the actual shift. Our contact center is open:
Weekdays 7 a.m. to 7 p.m. (PT)
Weekends 9 a.m. to 5 p.m. (PT)
Qualifications
Education
Bachelor's Degree (4 years) a plus
Experience
24+ months of retail customer service experience
Knowledge, Skills & Ability
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
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
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
A working knowledge of the Microsoft office suite of products including the ability to use internet browser software
A demonstrated aptitude for learning new systems, skills & processes
Experience in trouble shooting basic smartphone and web browser issues preferred
A proven ability to work in a fast paced, deadline driven environment
The ability to multi-task with an attention to detail.
Excellent verbal & written communication skills
Superior customer service skills
Disclaimer
Equal Opportunity Employer/Veterans/Disabled
Pay Range
USD $21.76 - USD $32.64 /Hr.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.