Job description

JOB TITLE: Retail Support Representative
DEPARTMENT: Member Service Contact Center (MSCC)
STATUS: Non-Exempt
JOB CODE: 1102
PAY SCALE: $24.85 - $29.05 Hourly

GENERAL DESCRIPTION:
This position is concerned with building strong long-term relationships with Golden 1 members and ensures that members receive the highest level of service available in an efficient and courteous manner. Responds to member inquiries by telephone accurately in English and/or Spanish. Address and resolve issues in “specialized queues” for senior support as well as provide back-up support, as needed, to other Support Representatives or to other support areas of the Contact Center operations. Provides guidance to frontline Contact Center reps and Branch staff.

TASKS, DUTIES, FUNCTIONS:
1. Effectively present Golden 1 products and services.
2. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws.
3. Identify, investigate and resolve member 1st level escalations serving in a supervisory capacity. Educate, direct, and provide guidance to Contact Center and Branch staff regarding Golden 1 operations policies and procedures. Maintain a working knowledge for IRA products and procedures to include withdrawals and direct rollovers, trustee transfers in and out, contributions, and laws related to 70 ½ members processing and distribution processes.
4. Troubleshoot and identify member connectivity issues for Golden 1 online banking and bill payer products.
5. Provide online banking support to Branch and Contact Center staff.
6. Monitor and comply with all established security, internal audit, and applicable government policies and regulations.
7. Audit various operational documents and reports to ensure proper procedural compliance, accuracy and authenticity.
8. Accurately respond to employee questions regarding loan interviews to determine approval or denial of loan products.
9. Meet performance standards comparable to grade level, with phone efficiency and member relationships/solutions building in a fast-paced environment.
10. Perform Contact Center support functions such as data entry for all members requested transactions, e-mail correspondence, fulfillment, Web loans, audit, call escalations, or other.
11. Complete Regulatory Training Modules as required.
12. Perform other duties as assigned.
PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:
1. Prolonged sitting throughout the workday using the telephone to accomplish tasks.
2. Effective oral and written communication skills required to assist other staff members and to constructively follow-up on member inquiries and concerns.
3. Hearing in the normal range is required. A telephone device to enhance hearing will be provided if needed.
4. Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:
1. INTERNAL: Supervisors, management group and peers.
2. EXTERNAL: Members, peers in other departments or branches

QUALIFICATIONS:
1. EDUCATION: Successful completion of High School curriculum or equivalent work experience.
2. EXPERIENCE: Three years or more at a financial institution providing customer service and support. Member relationship building experience preferred.

3. KNOWLEDGE/SKILLS:

• Maintain a thorough knowledge of The Golden 1 Credit Union products and Services and its policies and procedures in-depth knowledge of operation/lending policies and procedures.
• Maintain thorough knowledge of Teller Navigator, Lending Navigator, Loans, New Accounts and Shared Branching.
• Maintain thorough knowledge of Teller Navigator, Users, Loan Manager, Lending Navigator, Evolve, 3270, CATS, Payments Manager, MFA Admin console, Relationship Manager, Partner care, Fiserv Check Imaging, Open Solutions Imaging, Optical, Bridger, Wire exchange, Loans, New Accounts, Shared Branching, and other systems need to perform the job requirements.
• Maintain a thorough knowledge of all functions of the Contact Center including posting desk, new accounts desk, loan processing, loan disbursing, and e-mail received from members.
• Meet/exceed performance standards comparable to grade level in call volume, phone efficiency, member relationship/solutions building (when applicable) in a fast paced environment.
• Skills testing related to product knowledge (PKOR) and completion of all required compliance courses.
• Thorough knowledge of Intranet/Internet, and strong oral and written communication skills.
• Performance goals achieved for three months in a six-month period prior to promotion.
• Ability to converse in English and/or Spanish.
• Ability to make accurate decisions independently.
• Loan training and testing passed within six months of completion of New Hire Training
• Proven ability to produce high results in the area of building member relationships and providing needs based product solutions

PHYSICAL REQUIREMENTS:
1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, facsimile machine and telephone.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.

LICENSES/CERTIFICATIONS:
None

REV. 12/28/2022

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