Call Center MSR - SC

Call Center - Member Service Representative

Are you looking for a progressive company with a great reputation? Do you have keen attention to detail and a high level of accuracy and integrity? Want to feel like your work makes a difference? One of Houston's premier financial institutions is currently seeking Call Center - Member Service Representatives responsible for assisting members with their membership accounts and eservices.

Location: 2000 Post Oak Blvd, Houston, TX 77056

Job Summary

In an inbound call center setting, the Call Center - Member Service Representatives will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. The primary focus of the job is servicing existing Credit Union products and referring related products after identifying member needs.

Essential Job Functions

• Responds to inquiries from members regarding specific account inquiries, product offerings and general questions regarding the Credit Union through multiple contact methods.
• Educates & troubleshoots with members on digital self-service tools including online/mobile banking, live chat, etc.
• Handle Domestic / International wires
• Gathers documentation for opening consumer accounts, business accounts, and IRAs
• Responsible for general maintenance of members accounts such as change of addresses, processing stop payments, verification of deposits, check copies, statement copies, and account research.
• Revise accounts, add or remove joint owners as requested by member or joint signer.
• Miscellaneous tasks are assigned as needed by supervisor. Perform such other functions that might be needed from time to time and assist others to complete tasks and work assignments
• Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and Right to Financial Privacy Act

Quarterly incentive pay will be based on performance of inbound calls, quality assurance, and production.

Education and Experience

Previous customer service experience required. Call center or banking experience is a plus.

Skills and Abilities

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

• Strong written and verbal communication skills.
• Excellent problem solving and customer service skills.
• Ability to work effectively in a team environment.
• Strong organizational and time management skills.
• Intellectual - Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions
• Interpersonal - Interpersonal Awareness - The ability to notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others. Written Communication - The ability to express oneself clearly in business writing. Fostering Teamwork - As a team member, the ability and desire to work cooperatively with others on a team; as a team leader, the ability to demonstrate interest, skill, and success in getting groups to learn to work together. Oral Communication - The ability to express oneself clearly in conversations and interactions with others.
• Self-Management Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Dependability – Follows instructions; responds to management direction; takes responsibility for own actions; completes tasks on time or notifies appropriate person with an alternate plan. Attendance/Punctuality – Is consistently at work and on time; ensures work responsibilities are covered when absent. Initiative - Ability to initiate actions based on one owns interpretation or understanding of situation. Professionalism - Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. 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.

Physical Demands

The physical demands and work environment characteristics 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. The employee will regularly lift and/or move up to 10 pounds. The employee will regularly sit; talk; hear; use hands to, handle, or feel; and reach with hands and arms. The employee will occasionally stand. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.