Member Service Center Representative Virtual Support II
Santa Rosa, CA Santa Rosa, CA Full-time Full-time $24 - $32 an hour $24 - $32 an hour 13 hours ago 13 hours ago 13 hours ago At Redwood Credit Union we are on a journey to re-imagine the way we do business, and we can't do it without you - our next great hire.
Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others.
As a not-for-profit financial institution, our passion is for helping our Members meet their financial needs, whether it's through better rates, low or no fees, or expanded services.
That people-first approach holds true for our employees, too.
Our work environment is built on service and trust.
It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.
We are looking for a MSC MSR - Virtual Support II, with experience working in a Call Center Environment and that has a strong focus of providing outstanding Member Service by performing a variety of Member Service duties.
These duties are associated with teller transactions, opening new accounts, loan transactions and cross selling Redwood Credit Union products and services.
As a MSC Virtual Support Representative, you will be responsible for a variety of tasks which would include:
Provide exceptional service and support to all RCU Members (including Staff, Volunteers, and Service Providers) via email/secure messaging or any other designated virtual service channel.
Cross-sell RCU and RCUSG products and services.
Research and resolve Member problems, of varying degrees of complexity; updating online information/submitting requests to update knowledge sources as appropriate.
Demonstrate a sense of urgency in assisting Members and taking ownership of Member messages and concerns.
Safeguard Member information and ensure confidentiality by following established policies and procedures.
Leadership and Teamwork Partner with MSC peers and other Lines of Business to ensure that responses are accurate and resolved within the channel they are initiated.
Consistently and effectively promotes remote service delivery channels Conduct on the job MSC staff training as requested and support new hire MSC training and SOAR mentorship.
Be available to answer Member calls at threshold assigned and complete phone requests.
Adhere to schedule provided and demonstrate scheduling flexibility by working Saturdays and evenings as requested.
Actively participate in MSC, departmental, and company meetings.
Knowledge, Skills and Abilities Excellent written and verbal communication skills.
Thorough knowledge of financial institution products and services, including loans.
Demonstrated expert ability to solve problems of varying complexity independently with minimal supervision Thorough knowledge of financial institutions operational policies and procedures.
Expert ability to use/access knowledgebase or online manuals to gather information for problem resolution.
Highly skilled in the operation of Microsoft Word, PowerPoint, internet and intranet point and click applications including experience in widely used browsers (i.
e.
Internet Explorer, Firefox, and Google Chrome).
Expert ability to effectively review written requests and respond within established deadlines.
The ideal candidate has:
College level writing skill with experience in email/chat support, and three years of financial institution experience or contact center/virtual support experience, including a minimum of two years in a sales and service environment.
Compensation:
Base starting range:
$24.
00 to $32.
00 per hour commensurate with experience.
(This position is also eligible for an 8% call center differential) Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity.
We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.
Redwood Credit Union offers a robust benefits package to our eligible employees including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with employer match, generous holiday and PTO policy, and extensive RCU specific perks like 100% financing for employee purchased homes! Why work for Redwood Credit Union? Local financial institution, providing unparalleled service since 1950 Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting Voted Best Places to Work in the North Bay 17 years in a row.
World-class employee engagement scores Rated Superior in Service by more than 90% of Members, surveyed by SF Gate Mandatory Vaccination Policy:
As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).
Service Trust People Cooperation We are an Equal Opportunity Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
Since 1950, Redwood Credit Union has been helping people reach their financial goals and dreams with a focus on helping others.
As a not-for-profit financial institution, our passion is for helping our Members meet their financial needs, whether it's through better rates, low or no fees, or expanded services.
That people-first approach holds true for our employees, too.
Our work environment is built on service and trust.
It's all possible with a leadership team committed to hiring talented people and helping them develop their careers.
We are looking for a MSC MSR - Virtual Support II, with experience working in a Call Center Environment and that has a strong focus of providing outstanding Member Service by performing a variety of Member Service duties.
These duties are associated with teller transactions, opening new accounts, loan transactions and cross selling Redwood Credit Union products and services.
As a MSC Virtual Support Representative, you will be responsible for a variety of tasks which would include:
Provide exceptional service and support to all RCU Members (including Staff, Volunteers, and Service Providers) via email/secure messaging or any other designated virtual service channel.
Cross-sell RCU and RCUSG products and services.
Research and resolve Member problems, of varying degrees of complexity; updating online information/submitting requests to update knowledge sources as appropriate.
Demonstrate a sense of urgency in assisting Members and taking ownership of Member messages and concerns.
Safeguard Member information and ensure confidentiality by following established policies and procedures.
Leadership and Teamwork Partner with MSC peers and other Lines of Business to ensure that responses are accurate and resolved within the channel they are initiated.
Consistently and effectively promotes remote service delivery channels Conduct on the job MSC staff training as requested and support new hire MSC training and SOAR mentorship.
Be available to answer Member calls at threshold assigned and complete phone requests.
Adhere to schedule provided and demonstrate scheduling flexibility by working Saturdays and evenings as requested.
Actively participate in MSC, departmental, and company meetings.
Knowledge, Skills and Abilities Excellent written and verbal communication skills.
Thorough knowledge of financial institution products and services, including loans.
Demonstrated expert ability to solve problems of varying complexity independently with minimal supervision Thorough knowledge of financial institutions operational policies and procedures.
Expert ability to use/access knowledgebase or online manuals to gather information for problem resolution.
Highly skilled in the operation of Microsoft Word, PowerPoint, internet and intranet point and click applications including experience in widely used browsers (i.
e.
Internet Explorer, Firefox, and Google Chrome).
Expert ability to effectively review written requests and respond within established deadlines.
The ideal candidate has:
College level writing skill with experience in email/chat support, and three years of financial institution experience or contact center/virtual support experience, including a minimum of two years in a sales and service environment.
Compensation:
Base starting range:
$24.
00 to $32.
00 per hour commensurate with experience.
(This position is also eligible for an 8% call center differential) Our base salary starting range is based on scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal peer equity.
We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.
Redwood Credit Union offers a robust benefits package to our eligible employees including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with employer match, generous holiday and PTO policy, and extensive RCU specific perks like 100% financing for employee purchased homes! Why work for Redwood Credit Union? Local financial institution, providing unparalleled service since 1950 Top 5 Healthiest Credit Union in the USA, rated by Glatt Consulting Voted Best Places to Work in the North Bay 17 years in a row.
World-class employee engagement scores Rated Superior in Service by more than 90% of Members, surveyed by SF Gate Mandatory Vaccination Policy:
As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).
Service Trust People Cooperation We are an Equal Opportunity Employer.
Estimated Salary: $20 to $28 per hour based on qualifications.
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