MRCC Agent Specialist (Administrative)
At Blue, we discover pathways to realize your possibilities! Our MRCC Agent Specialist is responsible for assisting in leading and directing efforts to build and strengthen relationships with current members and prospects within our communities. This position is accountable for designing robust member experiences and engagement by delivering appropriate service solutions, while supporting needs of the member base. Accountable for improving wallet share through proactive inbound and outbound efforts, and ensuring a quality member experience through our service delivery. This position troubleshoots and resolves member concerns by clarifying issues, researches and explores alternative solutions and escalating unresolved problems to appropriate team member.
Major Duties and Responsibilities
- Supports management, development, and guidance of the contact center team. This will include training, responding to and resolving inquiries to incoming requests. Answers incoming calls in a professional, accurate, timely and courteous manner. Navigates across a broad range of platforms with ease to perform complex service tasks with a high degree of accuracy and speed. Manages high volume of calls, upholding established service level agreements. Assists with monetary transactions, account inquiries, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service-related tasks. Displays successful de-escalation skills, call control and empowerment to find a solution in the best interest of the member and the credit union. Is capable of on-the-spot decisions. Effectively manages multiple priorities and adapts to change within a fast-paced environment.
- Utilizes advanced problem solving and decision-making skills. Aids the contact center leaders on an as needed basis. Duties would include leading huddles, providing leadership support while managers are away, and queue management.
- Demonstrates operational excellence through adherence to established policies, procedures, and processes. Works extensively with personal member information which must be handled with sensitivity and confidentiality. Engages in and identifies educational and cross-selling opportunities to help our members discover pathways to realize their possibilities. Works closely and cooperatively with other Blue departments and branches to resolve member's questions and concerns.
- Reports trending issues to management based on member comments.
- Completes all required quarterly /annual product knowledge exams and mandatory trainings. Participates in all trainings/meetings and sales and service development activities. Maintains a high degree of confidentiality, adheres to security and internal control procedures.
- Must comply with all company policies and procedures, 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
1-3 years with a proven track record in a sales environment, consistently meeting or exceeding goals and objectives, operating in a consultative framework or related experience in a financial organization. 2+ years working in a customer service, customer focused environment Displays passion, commitment, and drive to deliver the best solutions that improve the financial circumstances of our members, promoting a service-oriented mindset, capable of making members feel valued Familiarity in time management techniques to prioritize workflow to create a dynamic experience for the member, and work with efficiency delivering consistent productivity. Cash handling skills Positive phone demeanor and superior written and verbal communication skills are essential Strong attention to detail and organizational skills Display a positive attitude and be willing to be part of a team
Education/Certifications/Licenses
A high school degree or equivalent
Spanish Speaking preferred.
Interpersonal Skills
A significant level of trust, credibility and diplomacy is required. In-depth dialogues, 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.
FULL TIME POSITION
Starting Range: $17.59 - $19.68
Full Range: $16.75 - $25.13
ADA Requirements
Physical Requirements
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. 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 or travel off site whenever required or requested by management. 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 complete basic mathematical calculations, spell accurately, and understand computer basics. 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.
For more information about being a Blue employee please check out these links for a glimpse at the culture and opportunities we strive to provide for our employees:
Working at Blue Video
At Blue Federal Credit Union, we don't just accept difference – we celebrate it! We are committed to providing an inclusive and welcoming environment for all our staff and members. Blue FCU is proud to be an equal opportunity workplace. We will consider applicants for this position without regard to any category protected by applicable federal, state or local law, including but not limited to race, color, religion, sex (including pregnancy), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors. All employment decisions are made based on qualifications, merit, and business need.
See job description