Mirastar Federal Credit Union

Senior Contact Center Representative

Mirastar Federal Credit Union

full-time

Posted on:

Location Type: Hybrid

Location: San Jose • California • United States

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Salary

💰 $29 - $31 per hour

Job Level

Senior

About the role

  • 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.

Requirements

  • Education and/or Experience: High School Diploma and a range of 3 to 5 years related experience and/or equivalent combination of education and experience.
  • Certificates, Licenses, Registrations: None required.
  • Geographical Location: This position may be eligible for a flexible work arrangement. Individuals working in this position must be located within the state of California.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account maintenanceteller functionstransaction evaluationcross-sellingworkflow prioritizationcall monitoringrisk assessmentmember transactionsservice level agreementsquality control
Soft Skills
leadershipcommunicationteam supporttrainingproblem-solvingorganizational skillsadaptabilitycustomer servicecollaborationdecision-making