Contact Center Specialist II

Job Description

Job Description

Contact Center Specialist II

Department: Contact Center
Reports To: Contact Center Manager
FLSA Status: Non-Exempt
Location: San Diego, CA
Schedule: Primarily scheduled during closing shifts with flexibility based on business needs, including participation in an alternating Saturday rotation.

About MyPoint Credit Union

At MyPoint Credit Union, our mission is to improve the lives of our members, employees, and communities by providing exceptional financial services and personalized solutions. We are committed to delivering outstanding member experiences while helping members achieve their financial goals through trusted advice, innovative products, and meaningful relationships.

Position Summary

The Contact Center Specialist II is an experienced financial services professional responsible for delivering exceptional service and advanced support to members and prospective members through various communication channels. This role serves as a trusted resource for financial products, services, consumer lending, digital banking, account maintenance, and complex transaction processing.

The ideal candidate possesses strong relationship-building and sales skills, excels at identifying member needs, and is passionate about helping members achieve financial success. This position conducts financial assessments, processes consumer loan applications, opens new accounts, resolves complex member inquiries, and promotes products and services that align with member needs and organizational goals.

Essential Duties and ResponsibilitiesMember Service & Relationship Building

• Deliver exceptional service to members and prospective members through phone, email, chat, and other remote delivery channels.
• Respond to inquiries regarding accounts, products, services, rates, branch locations, and digital banking tools.
• Build member relationships through consultative conversations that identify financial needs and recommend appropriate solutions.
• Maintain professionalism, accuracy, and confidentiality in all member interactions.

Consumer Lending & Financial Assessments

• Conduct comprehensive financial assessments and loan interviews.
• Process consumer loan applications in accordance with credit union policies, procedures, and regulatory requirements.
• Gather and review supporting documentation for lending decisions.
• Educate members on loan products and financing options that support their financial goals.

New Accounts & Membership Services

• Open new memberships and deposit accounts while ensuring compliance with applicable regulations and internal procedures.
• Assist members with account maintenance requests and service needs.
• Verify account information and maintain accurate records.

Sales & Business Development

• Utilize consultative sales techniques to identify member needs and recommend products and services.
• Achieve established sales, referral, and service goals.
• Promote deposit products, lending solutions, digital services, and other financial products that enhance member value.
• Successfully close sales opportunities while maintaining a member-first approach.

Complex Member Support & Resolution

• Resolve escalated or complex member concerns with professionalism, empathy, and sound judgment.
• Perform account research and investigate transaction discrepancies.
• Process advanced transactions, including wire transfers, payment support, and account maintenance requests.
• Ensure timely follow-up and issue resolution.

Digital Banking & Card Services

• Assist members with Online Banking, Mobile Banking, e-Statements, Remote Deposit Capture, Shared Branching, ATM services, and related digital tools.
• Review and approve Remote Deposit Access requests according to established guidelines.
• Activate debit cards, place travel notifications, and troubleshoot card-related issues.
• Provide technical guidance and support regarding digital banking platforms and self-service tools.

Compliance & Risk Management

• Ensure compliance with all federal and state regulations, including:
  • Bank Secrecy Act (BSA)
  • Office of Foreign Assets Control (OFAC)
  • USA PATRIOT Act / Customer Identification Program (CIP)
  • Regulation CC
  • Credit union policies and procedures
• Maintain confidentiality and security of member information.
• Identify and escalate potential fraud, suspicious activity, and operational risks.

Additional Responsibilities

• Support departmental initiatives, projects, and operational improvements.
• Participate in training and professional development activities.
• Perform other duties as assigned.

Minimum QualificationsEducation

• High School Diploma or GED required.

Experience

• Minimum of three (3) years of financial services, banking, credit union, retail sales, or related experience.
• Proven success in sales, business development, relationship management, or member service roles.
• Experience processing financial transactions and assisting members with financial products and services.
• Consumer lending experience preferred.

Knowledge, Skills, and Abilities

• Strong understanding of credit union products and services.
• Working knowledge of consumer lending processes and documentation requirements.
• Excellent verbal and written communication skills.
• Strong interviewing and consultative sales skills with the ability to identify member needs and recommend appropriate solutions.
• Ability to resolve complex member concerns professionally and effectively.
• Experience supporting digital banking platforms and mobile applications.
• Proficiency with Microsoft Office applications and financial services systems.
• Strong organizational and time-management skills with the ability to prioritize multiple tasks.
• Ability to work independently while contributing positively to a team environment.
• Commitment to delivering an exceptional member experience.

Preferred Qualifications

• Previous credit union experience.
• Consumer lending certification or lending experience.
• Experience with Symitar or similar core banking systems.
• Bilingual skills are a plus.

Physical Requirements

• Prolonged periods of sitting and working at a computer.
• Ability to communicate effectively by telephone and electronic communications.
• Ability to occasionally lift up to 25 pounds.

Why Join MyPoint Credit Union?

• Competitive compensation and benefits package.
• Opportunities for professional growth and advancement.
• Supportive, collaborative, and member-focused culture.
• The opportunity to make a meaningful impact in the financial lives of our members and communities.

MyPoint Credit Union is an Equal Opportunity Employer and values diversity, equity, and inclusion in the workplace.