Sr. MCC Agent at Vibrant Credit Union

Description

Position Overview: The Sr. MCC Agent serves as a key resource for handling complex transactions and resolving escalated issues. This role not only supports members with exceptional customer service but also ensures a positive experience by efficiently addressing complex scenarios and contributing to the overall success of the team.

What You Will Do:

• Confirm account ownership to protect member privacy.
• Ensure high member engagement while efficiently managing multiple systems.
• Meets/exceeds departmental service level agreement expectations considering call handle time, hold time, and after-call work, in addition to meeting individual KPIs
• Efficiently manage a high volume of calls while maintaining a low error rate.
• Utilize strong critical thinking and problem-solving skills to assist members with basic to complex financial service needs accurately, efficiently, and in full compliance with established guidelines.
• Complete complex banking transactions such as maintenance of IRAs, health savings accounts, account/role maintenance, etc.
• Provide support for member-requested escalations; Independently de-escalate complex calls or further escalate when needed following the department's escalation process
• Processes domestic and international wire transfers according to compliance guidelines
• Manage online and mobile baking-related transactions, account maintenance, and troubleshooting
• Identify lead origination opportunities by presenting additional products and services to meet member needs
• Investigate and verify account fraud by conducting thorough research to address member issues, determining appropriate actions, and implementing proactive safety measures.
• Uphold fraud prevention measures and maintain heightened vigilance for suspicious activity.
• Report any suspicious activity promptly, adhering to department processes to protect member accounts and information
• Ensure member inquiries are directed to the appropriate parties or departments by accurately transferring calls or creating detailed tickets, ensuring the proper process is followed to get them the answers and support they require.
• Participate in education and training by the credit union to stay up to date on all departmental policies, procedures, rules, and regulations.

Requirements

Our Ideal Candidate:

• High school diploma or GED required
• 1-2 years' experience working in a financial institution
• Working knowledge of core banking systems, ticketing platforms, and payment solutions
• Working knowledge of fraud detection techniques and identity verification processes

Reports to

• Member Contact Center Supervisor

Environmental and Physical Activity Requirements:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The daily responsibilities of this position constantly require effective talking, hearing, walking, finger dexterity, reaching, stooping, and grasping functions. The position also often requires reaching and lifting (up to 25 pounds). Frequent sitting, standing, and repetitive motion activities are also required. Must be able to read print and computer-based materials and to do so with consistent accuracy. Most of these functions require light physical exertion and are conducted indoors at controlled degrees of temperature.

Other Duties:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.