Sales & Retention Specialist

MCU Call Center Representative

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission: To help hard-working New Yorkers build better tomorrows

Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

This position is responsible for providing our members with different options available in order to retain accounts as well as funds within the account held. Utilize reporting to make recommendations to the membership that will maintain and enhance features and functionality of a members account and/or profile. Operate within a high-volume retail environment to perform basic, complex, and specialized tasks and/or support duties with a high degree of accuracy and in accordance with MCU policies and procedures.

Responsibilities

• Ability to make cross-selling via outbound calls through our Talkdesk telephony system based on reporting that will retain deposits, enhance the members' experience as well as recommend different investment vehicles that will help our members receive a higher rate of return on their deposited funds.
• Receive outbound campaign calls for members who have various scenarios, such as certificate maturing, low debit card usage etc. This would assist with account and member retention.
• Assist with inbound calls sent as referrals for new accounts or adding features or services to their account or profile.
• Review and contact any inquiries obtained through the website via the Become a Member option.
• Prepare daily, weekly and monthly sales tracking and member satisfaction survey reports using Microsoft Excel and internal reports.
• Reviews and work with MCC Leadership in developing and analyzing reports to create outbound call campaigns.
• Create and develop agent contests and challenges through the Performance Management tool promoting cross sells.
• As needed assistance with our Quality Management Team for any issues that may arise.
• Liaison with our Collections Team for any dialer assistance.
• Assist members with more complex and specialized inquiries to support back-office departments such as but not limited to collections, consumer loan servicing, mortgage loan servicing, financial crimes, consumer loan processing, and mortgage loan processing.
• Provide additional support to other call queues during high volume times to ensure appropriate coverage and waiting time.
• Assist with training agents for transactions and inbound service calls.
• Back up other queues as necessary (any service queue 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.

Requirements

• 3+ years call center experience, minimum
• Back office operations area experience preferred
• Ability to receive MLS
• Retail banking experience is a plus
• Previous sales experience preferred
• Availability to work overtime and Saturdays

Competencies

• Proficiency in Microsoft Office Suite
• Excellent member service skills
• Excellent research and problem-solving skills
• Excellent interpersonal, oral and written communication skills
• Ability to multi-task; good time management skills
• Highly ethical.

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following:

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

The pay range for this position is between $66,300-75,330 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.