Mirastar Federal Credit Union

Call Center Representative

• Comply with all applicable policies and procedures, performing duties associated with the maintenance, control, and security of member information.
• Prepare lunch and break schedules for optimum member service level, adjusting as dictated by work demands.
• Provide leadership, knowledge, and support to Contact Center staff in handling member transactions and escalations.
• Open new membership and subsidiary accounts, including all types of depository and account ownerships.
• Assist in the training of new employees.
• Monitor call duration, hold time, number of calls, service levels, transfer activity, and abandonment rate to ensure excellent member experience.
• Prioritize and monitor workflow to meet service level agreements and keep the supervisor informed of status.
• Cross-sell products and services within established guidelines.
• Perform account maintenance activities, including closing accounts, account transfers, processing ownership changes, and certificate renewals.
• Perform basic teller functions, including processing share and share draft deposits, withdrawals, loan payments, and draft stop payments.
• Evaluate related transactions for risk and make sound and informed decisions regarding exceptions and adjustments.
• Assist management with follow-up on staff job duties to ensure completion of assigned tasks.
• Assist with contact center & E-branch controls, including new accounts reviews, error log reviews, and overall quality control.
• Provide technical and subject matter expertise to team members.
• Ensure operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, including, but not limited to, understanding of compliance with the Credit Union’s BSA-AML program.
• Attend Sponsor Employee Groups (SEGs) visits with Business Development and/or host a Credit Union table at a SEG location.
• Act as backup for other positions as needed.
• Fill in at other Branch locations or Corporate Office as needed.
• Other duties as assigned.

Senior Contact Center Representative