We are looking for a Senior Member Service Center Representative II (Sr. MSC MSR), with experience working in a Call Center Environment and that has a strong focus of providing outstanding Member Service by performing a variety of Member Service duties. These duties are associated with teller transactions, opening new accounts, loan transactions and cross selling Redwood Credit Union products and services.

Required Skills

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills.

• Thorough knowledge of financial institution products and services, including loans.

• Demonstrated expert ability to solve problems of varying complexity independently with minimal supervision

• Thorough knowledge of financial institutions operational policies and procedures.

• Expert ability to use/access knowledgebase or online manuals to gather information for problem resolution.

• Highly skilled in the operation of Microsoft Word, PowerPoint, internet and intranet “point and click” applications including experience in widely used browsers (i.e. Internet Explorer, Firefox, and Google Chrome).

• Expert ability to effectively review written requests and respond within established deadlines

• As the SENIOR MEMBER SERVICE REPRESENTATIVE II, you will be responsible for a variety of tasks which would include:

  SALES AND SERVICE   

  Performs a wide variety of complex Member support, service, sales, and operational duties, as well as specialized telephone requests at the in the Member Service Center. Provide guidance to MSC MSR’s in varied support, sales, and service teams. Coaches, mentors and directs staff progress towards obtaining organizational and department goals and objectives.

• Cross-sell RCU and RCUSG products and services.

• Research and resolve Member problems, of varying degrees of complexity; updating online information/submitting requests to update knowledge sources as appropriate.

• Demonstrate a sense of urgency in assisting Members and taking ownership of Member messages and concerns.

• Safeguard Member information and ensure confidentiality by following established policies and procedures.

• LEADERSHIP AND TEAMWORK  

• Partner with MSC peers and other Lines of Business to ensure that responses are accurate and resolved within the channel they are initiated.

• Consistently and effectively promotes remote service delivery channels

• Conduct on the job MSC staff training as requested and support new hire MSC training and SOAR mentorship.

• Be available to answer Member calls at threshold assigned and complete phone requests.

• Adhere to schedule provided and demonstrate scheduling flexibility by working Saturdays and evenings as requested.

• Actively participate in MSC, departmental, and company meetings.

Required Experience

A combination of education and experience equivalent to a high school diploma, and three (3) years of financial institution experience or call center experience, including a minimum of two (2) years in a lead role in a sales and service environment.

 MANDATORY VACCINATION POLICY: As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).            

                                                                     SERVICE ~ TRUST ~ PEOPLE ~ COPERATION

_                                                                           We are an Equal Opportunity Employer_

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent written and verbal communication skills.

• Thorough knowledge of financial institution products and services, including loans.

• Demonstrated expert ability to solve problems of varying complexity independently with minimal supervision

• Thorough knowledge of financial institutions operational policies and procedures.

• Expert ability to use/access knowledgebase or online manuals to gather information for problem resolution.

• Highly skilled in the operation of Microsoft Word, PowerPoint, internet and intranet “point and click” applications including experience in widely used browsers (i.e. Internet Explorer, Firefox, and Google Chrome).

• Expert ability to effectively review written requests and respond within established deadlines

• As the SENIOR MEMBER SERVICE REPRESENTATIVE II, you will be responsible for a variety of tasks which would include:

  SALES AND SERVICE   

  Performs a wide variety of complex Member support, service, sales, and operational duties, as well as specialized telephone requests at the in the Member Service Center. Provide guidance to MSC MSR’s in varied support, sales, and service teams. Coaches, mentors and directs staff progress towards obtaining organizational and department goals and objectives.

• Cross-sell RCU and RCUSG products and services.

• Research and resolve Member problems, of varying degrees of complexity; updating online information/submitting requests to update knowledge sources as appropriate.

• Demonstrate a sense of urgency in assisting Members and taking ownership of Member messages and concerns.

• Safeguard Member information and ensure confidentiality by following established policies and procedures.

• LEADERSHIP AND TEAMWORK  

• Partner with MSC peers and other Lines of Business to ensure that responses are accurate and resolved within the channel they are initiated.

• Consistently and effectively promotes remote service delivery channels

• Conduct on the job MSC staff training as requested and support new hire MSC training and SOAR mentorship.

• Be available to answer Member calls at threshold assigned and complete phone requests.

• Adhere to schedule provided and demonstrate scheduling flexibility by working Saturdays and evenings as requested.

• Actively participate in MSC, departmental, and company meetings.