Contact Center - E-Service Consultant

The Contact Center TEAM is looking for an E-Service Consultant to provide STELLAR service for members contacting Mission Fed via online banking, the website, ITMs and through Web Chat. This important role facilitates a positive and effortless member experience in order to achieve high levels of member satisfaction.

If this sounds interesting to you, below are a few more details.

What you’ll be doing as an E-Service Consultant:

• Serves as the Mobile Banking / Online Banking Web Chat ITM & Online/Virtual New Account Opening specialist. Effectively monitors, troubleshoots, and responds to Bill Pay cases. Accurately processes new account by web, Virtual & iPad applications.
• Delivers stellar written communication and prompt contact resolution to members submitting inquiries via the Membercare / online banking and Web Chat channels Serves as a trusted member advisor and advocate taking ownership of the request, using effective problem resolution techniques, and ensuring follow-through to satisfy the member at the point of contact.
• Creates a positive and effortless member service experience to both internal and external members by consistently exceeding their expectations in a courteous, knowledgeable, and professional manner.
• Builds member trust and loyalty by meeting/exceeding established service standards for timeliness, accuracy, and responsiveness. Serves as a positive influence in the workplace, contributing both as a member of the Contact Center team and as an individual working toward achievement of performance measures and organizational goals. Communicates system enhancements or new services to the Contact Center Team in order to better assist members.
  
  

What we are looking for:

• Associate degree or equivalent is required, however; wo years of equivalent experience can substitute for every one year of education.
• At least 2 years financial institution, and customer service, technical support, or related experience in a Sales or Contact Center environment.
• Microsoft Office Suite and Internet.
• Must demonstrate technology troubleshooting skills for the Online/Mobile banking channels.
• Solid knowledge of common devices used for online banking, including personal computers, smart phones, tablets, and each device’s native operating system.
• Competent knowledge of browser versions.
  

What we offer:

• An opportunity to grow your career at San Diego’s #2 employer!
• A chance to make a difference for the greater good at a hyper local company. We love SD!
• Beer? If you like that sort of thing!
• 18 days of PTO in your first year plus 12 holidays a year!
• 6% 401(k) match!
• Full benefits package including medical, dental, vision, life insurance, etc!
  
  

If this sounds like an amazing opportunity to you (because ya, it is!), we want to hear from you!

Base Pay/Salary: $20.00 - $28.00 an hour

The hourly rate range that we expect to pay for this position is $20.00 - $28.00. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.

Your privacy is very important to Mission Federal Credit Union. The California Consumer Privacy Act (“CCPA”)/ California Privacy Rights Act (CPRA) requires Mission Federal Credit Union to inform California residents, including job applicants, of the categories of personal information we collect and the purpose for which the personal information will be used. This job applicant notice and the CCPA/CPRA notice provides the disclosures required by the CCPA/CPRA and applies only to applicants who are subject to the CCPA/CPRA.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law. INDTC