MCC Processor

Department: Member Contact Center

Reports To: MCC Assistant Manager

Classification: Non-Exempt Grade: 7

Supervises Direct: 0 Supervises Indirect: 0

Role:

Serves the Member Contact Center (MCC) by resolving tickets in the workflow management system queue, greets and assists members by providing accurate information and service to members. Demonstrates knowledge of Rogue's vision and mission philosophies, using the Services Promises to build loyal members through each individual member experience.

Essential Functions & Responsibilities:

50% Handles MCC workflow through the workflow management system with Internal and External vendors. This includes but is not limited to card orders/replacements, account closures, card limit requests, transfers, loan payments, stop payments, statement/check copies, address changes, general maintenance, and other operational tasks as determined or other member assistance items. Follows up with overflow calls with external vendor and after-hour member calls.

20% Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner to assist, resolve, and complete members' request. Delivers member focused solutions efforts to achieve the credit union’s vision of the most loyal members in the nation!

15% Completes in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical and transaction research, works with members and other resources to find answers and resolutions. Takes ownership of situations within authority limits or refers to others within the leadership team as needed. Processes transactional and research requests for the department from multiple channels. Provides analysis and trends to leadership for process improvement. Maintains technical knowledge to successfully perform all duties.

10% Proficient in all phone queues; utilizing active and sharp listening skills and an unsurpassed customer service approach that matches Rogue’s ideals. Being at the forefront of calls, analyzes trends and patterns to provide feedback to the leadership team.

5% Proactively performs other duties as needed or assigned.

Performance Measurements:

1. Supports and practices Rogue’s Vision, Mission, Values, and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.

2. Performs tasks efficiently, in a timely and accurate manner, with minimal supervision. Provides accurate information and demonstrates a good eye for detail resulting in minimal errors.

3. Through consistent use of the credit union's Service Promises, responds to inquiries and requests in an informed, professional, and courteous manner. Provides clear, concise direction efficiently, accurately, and in a timely manner. Creates promoters through exceptional service.

4. Maintains confidentiality with credit union information and all other information gathered or received as part of this position.

5. Demonstrates empathy, self-reflection, and adjustment of own behaviors, displaying effective emotional intelligence.

6. Adheres to all compliance requirements including member identification and other operational requirements as set forth in current policies or procedures.

7. Adheres to and maintains all credit union promotional, regulatory and policy compliance requirements including compliance with any Federal and State laws.

8. Meets or exceeds assigned goals in order to achieve individual, department and credit union goals. Stays informed of current trends within the credit union movement and financial services industry.

9. Possesses excellent listening, verbal and written communication skills. Communicates in a professional manner and build rapport with all team members. Maintain quality assurance scores avg. of 90% or higher. Contributes Ideas.

10. Utilizes good time management and maintains a ticket processing volume consistent with others in their assigned group and set targets. Maintains an acceptable Conformance Adherence in relation to scheduled shift times including (breaks/lunches) as well as attendance record in line with company policy.

Knowledge and Skills:

Experience: One year to three years of similar or related experience. 

Education: A high school education or GED.

Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other entities (companies or individuals) becomes necessary and often requires the ability to influence or sell ideas or services to others.

Other Skills: Excellent listening, verbal and written communication skills including professional telephone/on screen skills. Professional appearance/demeanor. Technical knowledge with good computer/keyboarding skills. 10 key calculators. Decision making skills with good judgment. Good eye for detail/quality. Excellent organizational and time management skills.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Work Environment: Requires working Saturdays. Normal workday with occasional overtime or unpredictable schedule. Travel to the credit union facilities/regions may be required. Exposed to potentially hazardous conditions, i.e., robbery.

Disclaimer:

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.

Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7577 or email careers@roguecu.org.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.