Under direct supervision of the Supv, MCC Support and/or the MCC Team Manager, this position is responsible for performing duties related to service and sales production, acts as a financial advisor; and performs related work as assigned. This position will complete transactions accurately and provide information on all products and services in a timely, courteous, and efficient manner.

NATURE AND SCOPE OF POSITION:

This position is based in the Member Contact Center. MSA II works within established guidelines to perform service, sales, and routine transactions. Successful performance of the work requires excellent knowledge of sales service, policies and procedures, and essential financial concepts. Responsibilities include direct contact with Credit Union members and staff regarding inquiries, product offerings and lead generation. This position requires experienced knowledge of balancing standards, referrals and sales of products and services.

SUPERVISORY RESPONSIBILITIES:

There are no supervisory responsibilities but may be expected to take the lead on assigned projects and may oversee the work of others working on assigned project.

• Reports to work in a prompt manner in accordance with assigned schedules, complying with department and organizational attendance, and punctuality guidelines.
• Proactively uncover financial needs through referrals, products and services.
• Supports corporate product campaigns and ensures Member Contact Center goals are met, anticipates obstacles, and strategy methods to optimize results.
• Contributes to the development of best practices and sales strategies by participating in assigned classroom training and floor meetings.
• Advises members on products and services that meet their specific needs while maintaining departmental and corporate goals.
• Processes transactions accurately and efficiently (e.g., disbursing funds, posting transfers, loan payments, stop payments, ACH/ATM/Debit Card disputes and placing travel notifications on cards).
• Maintains confidentiality of Credit Union and member records.
• Ensures compliance on all requests based on Credit Union and Federal Regulatory standards.
• Analyzes and escalates urgent sales/service or system issues to appropriate area for prompt resolution.
• Responsible for driving personal performance and metrics.
• Responsible for supporting new hire shadowing/nesting.
• Expected to support specialist team when needed.
• Mentoring and coaching MSA's to drive performance in metrics and product knowledge.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs other duties including special projects as assigned.

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

• PC knowledge, windows preferred.
• Skilled in the areas of sales, customer service, and financial products and services
• Excellent communication skills - both written and orally. Bi-lingual proficiency may be required.
• Ability to analyze and problem solve.
• Excellent understanding and ability to articulate financial concepts.
• Ability to read and interpret financial information.
• Capable of learning and applying new information or skills.
• Capable of working under intensive deadlines.
• Completes training as required.
• Contributes to the team and a team player

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

• AA degree preferred or other professional designation or comparable experience.
• Minimum two years' experience in customer service and/or financial banking background or equivalent combination of education and experience.
• Working PC knowledge, windows preferred and related applications.
• Excellent verbal communication and problem resolution skills.

One year of relevant professional-level work experience may be substituted for one year of required education.

• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
• The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs.
• The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

The employee is frequently required to walk and stand. Vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment, as necessary. The employee works under typical office conditions and noise levels.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.