Call Center MSR - SC

Call Center
- Member Service Representative $21.64/hour + quarterly sales incentives

Are you looking for a progressive company with a great reputation? Do you have keen attention to detail and a high level of accuracy and integrity? Want to feel like your work makes a difference?

One of Houston’s premier financial institutions is currently seeking Call Center
- Member Service Representatives responsible for assisting members with their membership accounts and e‑services.

Location:

2000 Post Oak Blvd, Houston, TX 77056

Job Summary
- In an inbound call center setting, the Call Center
- Member Service Representatives will create exceptional member service experiences by maintaining a professional demeanor and delivering world class service to our members. The primary focus of the job is servicing existing Credit Union products and referring related products after identifying member needs.

• Responds to inquiries from members regarding specific account inquiries, product offerings and general questions regarding the Credit Union through multiple contact methods.
• Educates and troubleshoots with members on digital self‑service tools including online/mobile banking, live chat, etc.
• Handles domestic and international wires.
• Gathers documentation for opening consumer accounts, business accounts, and IRAs.
• Maintains members accounts such as changes of address, processing stop payments, verifying deposits, providing check copies, statement copies, and performing account research.
• Revises accounts, adding or removing joint owners as requested by members or joint signers.
• Completes miscellaneous tasks assigned by supervisor and assists others to complete tasks and work assignments.
• Ensures compliance of all federal and state rules and regulations including the Bank Secrecy Act, Anti‑Money Laundering, Bank Bribery Act, OFAC, NCUA Privacy Regulations, Reg DD, Reg D, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA, and the Right to Financial Privacy Act.

Quarterly incentive pay will be based on performance of inbound calls, quality assurance, and production.

Previous customer service experience is required. Call center or banking experience is a plus.

To perform the job successfully, an individual should demonstrate the following competencies:
Strong written and verbal communication skills; excellent problem solving and customer service skills; ability to work effectively in a team environment; strong organizational and time management skills.

• Intellectual – Problem Solving:
  Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions.
• Interpersonal – Interpersonal awareness, written communication, team collaboration, and oral communication:
  Notices, interprets, and anticipates others’ concerns and feelings, expresses oneself clearly in business writing, cooperates with team members, communicates clearly in conversations.
• Self‑Management – Adaptability, dependability, punctuality, initiative, professionalism, and judgment:
  Adapts to changes in the work environment, manages competing demands, follows instructions, initiates actions, thinks carefully about impacts on others, uses sound judgment, and makes timely decisions.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will regularly lift and/or move up to 10 pounds, sit, talk, hear, use hands to handle, feel, and reach.

The employee will occasionally stand. Special vision requirements include close vision and the ability to adjust focus. The noise level in the work environment is usually moderate.