Sales Supervisor at Toyota Insurance leading a contact center team to achieve sales and retention targets. Overseeing performance, coaching agents, and ensuring compliance with policies.
About the role
- Contact Center Member Service Representative at MCU providing outstanding service to members through various channels. Handling inquiries and transactions while maintaining compliance and performance metrics.
Responsibilities
- Answer incoming service calls ensuring first-call resolution
- Perform member inquiries and transactions while providing the highest quality member experience
- Operate within a high volume call environment to perform a basic transactional and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures
- Ensure excellent member service; every call, every time
- Answer inbound member requests via member call-ins; queue assignment based on knowledge, skills and abilities
- Perform more complex member transactions and inquiries (releasing check holds, debit and credit card inquiries/disputes, address and phone change, answering loan documentation inquiries, account research, payment requests, account resolution inquiries, online banking requests, fee refund requests, etc.)
- Perform outbound calls as needed (member call back queue, as requested for follow-up, may follow-up on member referrals, etc.)
- Properly log and track all incoming calls and member contact; ensure wrap up codes properly correspond to member requests
- May document more complicated service transactions required by separation of duties to be performed by a partner department (i.e. MAS or ACH processing)
- Ensure proper documentation and routing of the request
- Meet/exceed set Contact Center metrics and service goals (i.e. call quality, average talk time, hold time, member wait time, productivity requirements, etc.)
- Maintain comprehensive knowledge of MCU products and services
- Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCU’s Contact Center environment
- Cross-sell additional products and services to best fit member need(s)
- Cross-train more complex servicing transactions and service such as online banking requests and troubleshooting, member email, existing and pending loan questions, etc.
- May train new MSRs for basic transactions and inbound service calls
- Back up other queues as necessary (general queue and queues less complex, when call volume dictates)
- May help answer member emails or chats, as necessary
- Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance
- Perform other duties as required
Requirements
- 1-2 years’ Call Center experience
- Retail banking experience is a plus
- Availability to work overtime and Saturdays as required
- Ability to work onsite for the first 6 months, then a hybrid model is implemented
- Proficiency in Microsoft Office Suite
- Excellent member service skills
- Strong research and problem-solving skills
- Excellent interpersonal, oral and written communication skills
- Ability to multi-task; good time management skills
- Highly ethical
Benefits
- Competitive compensation
- Medical and dental benefits
- 401K with employer contribution
- Flexible paid time off
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