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Call Center Specialist (Banking)
Ref No.: 19-00737
Location: San Diego, California
Are you looking to work for a non-profit organization that has a purpose rather than just making profits? If the answer is yes, then this Call Center Specialist position may be for you! This is a long-term temp-to-hire opportunity in the Call Center with an immediate start, located in the central area of San Diego - Kearny Mesa. This position is accountable for providing exceptional service in a call center environment, with a focus on processing transactions, member requests and referring financial products and services. Adheres to the credit union's policies, procedures and quality service standards.

Responsibilities - 3 levels are based on experience, breakdown is as follows:
MSR I:
  • Processes member transactions. Performs account file maintenance, handles member issues and inquires.
  • Identifies cross-selling opportunities, referring members to Member Service Center Specialist I-II.
  • Meets/exceeds established monthly/annual sales and service goals.
  • Maintains knowledge of all products and services, policies and procedures.
  • Follows quality service standards to ensure exceptional quality service is provided.
  • Addresses difficult member situations and resolves in a positive manner.
  • Identifies questionable or suspicious transaction activity, reporting it to management in order to protect the credit union from potential losses. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
  • Assists with end of day balancing, opening and closing procedures and other side jobs as assigned.
  • FSCC - Knowledgeable on all FSCC Policies and Procedures that are unique to a Service Center environment. This includes transaction processing and limitations, hold requirements, service standards, restrictions, etc.
MSR II - everything above, plus:
  • Thorough knowledge of all products and services, policies and procedures.
  • Quotes deposit rates and membership eligibility.
  • Knowledgeable in automated services.
  • Provides on-line banking and bill pay support.
MSR III - everything above, plus:
  • Proven sales and service goals.
  • Back up for processing consumer loans and new accounts.
Qualifications:
  • A high school diploma or equivalent is desired.
  • Member Service Representative I: 1 year of previous customer service experience.
  • Member Service Representative II: 1 year experience in a financial institution to include sales and service. Call Center experience preferred.
  • Member Service Representative III: 2 years experience in a financial institution plus proven successful performance in sales and service. Call Center experience preferred.
  • Excellent communication skills; sound judgment and attention to detail.
  • Previous experience with Microsoft Windows applications is preferred.
  • Ability to appear for work on time, follow directions from a supervisor, interact effectively with coworkers, understand and follow posted work rules and procedures, and accept constructive criticism.
  • Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.