Member Experience MSR III

The MSR III will assist members and potential members, both consumer and commercial, with financial related inquiries through various channels by explaining products and services, troubleshooting and resolving issues, or directing calls to the appropriate support team for assistance. The MSR III will field inquiries about existing loans and mortgages or potential new loans and mortgages. The MSR III will provide support to the Member Experience Center team by answering questions from agents and providing support to leadership for first tier escalations. The MSR III will serve as a subject matter expert in product and procedural knowledge. The MSR III is responsible for maintaining records that will assist in the development and continuous improvement of our department training program and to improve performance and productivity in the department with an emphasis on quality member service. The MSR III is expected to serve as an example for the department with regards to the member experience, service quality, integrity, and efficiency.

Major Duties and Responsibilities

Takes phone calls through our Assist Line and Escalation Line to assist agents with procedural questions and first tier escalation requests. Guides agents to appropriate systems, procedures, and resources to help them resolve member issues on inbound calls. Takes first tier escalation calls from members and uses appropriate authority to make risk-based or experience-related decisions to attempt to resolve service issues, referring those issues beyond their ability to resolve to leadership. Stays informed and up to date on all credit union products and services, both in-house and endorsed, and other general information of interest to members. Monitors, coordinates, and evaluates endorsed programs and services to assure a high level of responsiveness to member needs and initiates actions with leadership to resolve identified problems. Serves as a subject matter expert on MEC-specific procedures through all channels, including phone calls, chats, and in-person. Maintains a high service quality in accordance with our quality assurance program and properly follows up to ensure all member requests are resolved.

Assists members and non-members through our live chat feature ("Glia") on our company public website and within Online and Mobile Banking with account inquiries, loan questions, loan payments, transactional requests, and self-service options available to members through the website/mobile app. Maintains a high service quality in accordance with our quality assurance program and properly follows up to ensure all member requests are resolved. Manages multiple engagements in Glia with careful attention to our information security protocol and procedures to mitigate risk.

Performs administrative duties to support leadership and the department with member requests to loan recasts, fee refunds, outgoing wires, outbound calls, and other duties as assigned. Maintains a high level of service and efficiency to reduce delays to members while paying close attention to detail for red flags or other important factors that may impede completion of the request. Uses appropriate authority to make risk-based or experience-related decisions. Assists with other administrative duties as assigned or requested.

Takes inbound member servicing phone calls to assist members with account inquiries, loan questions, loan payments, transactional requests, and self-service options available to members. Maintains a high service quality in accordance with our quality assurance program and properly follows up to ensure all member requests are resolved.

Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Three years to five years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A high school degree or equivalent

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.