MSR Lead

Job Description

Job Description

Description:

POSITION: Full-time Member Service Representative Lead

PRIMARY FUNCTION: The MSR Lead assists the Contact Center Manager in ensuring excellent service is provided to members. Lead the MSR team to achieve organizational and team goals. Motivates, coaches, supports, and assists with training MSR staff. Provides prompt, accurate, and courteous service to members in addition to supporting the Contact Center Manager with supervisory duties. Backs up day to day operations for the Contact Center.

REQUIRED SKILLS: Pleasant, friendly demeanor; excellent dispute resolution and customer service abilities in speaking to members over the phone and making them feel comfortable; keyboarding including 10-key; accuracy in handling transactions; ability to understand and retain a variety of detailed information on Credit Union products and services and offer them to members when appropriate. Ability to mentor team, ask appropriate questions, provide solutions, and complete the transaction or service request to the member's satisfaction.

STARTING SALARY: DOE

BENEFITS: Medical, Dental, Vision, Life/Disability/AD&D, EAP, Aflac, 401k with Matching, Paid Vacation/Sick/Float, Paid Volunteer Hours.

STARTING DATE: As soon as possible.

WORK LOCATION: Contact Center, Bend

PROPOSED SCHEDULE: The work schedule is typically 8:05 a.m. to 5:05 p.m., Monday through Thursday and 9:05 a.m. to 6:05 p.m. on Fridays.