Call Center Agent managing inquiries for a top banking organization. Role involves customer support, training, and a hybrid work schedule.
MU
Hybrid Senior Contact Center Representative
Posted last month
About the role
- Senior Contact Center Representative at Mirastar focusing on assisting members through transactions while maintaining service quality. Leadership role within the Contact Center to ensure compliance and efficiency.
Responsibilities
- Comply with all applicable policies and procedures, performing duties associated with the maintenance, control, and security of member information.
- Prepare lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
- Provide leadership, knowledge, and support to Contact Center staff in handling member transactions and escalations.
- Open new membership and subsidiary accounts, including all types of depository and account ownerships.
- Assist in the training of new employees.
- Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.
- Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
- Cross-sell products and services within established guidelines.
- Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.
- Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
- Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.
- Assist management with follow-up on staff job duties to ensure completion of assigned tasks.
- Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control.
- Provide technical and subject matter expertise to team members.
- Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
- Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
- Act as backup for other positions as needed.
- Fill in at other Branch locations or Corporate Office as needed.
- Other duties as assigned.
Requirements
- Education and/or Experience: High School Diploma and a range of 3 to 5 years related experience and/or equivalent combination of education and experience.
- Certificates, Licenses, Registrations: None required.
- Geographical Location: This position may be eligible for a flexible work arrangement. Individuals working in this position must be located within the state of California.
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