MCC Rep - Patelco Credit Union

About Patelco Credit Union:

Patelco Credit Union is a not-for-profit credit union with a purpose to build financial health and wellbeing for our members. Since 1936, Patelco has grown from $500 in assets to over $9 billion in assets and is the 7th largest credit union in California with branches throughout Northern California.

 

We are here for our members throughout all their stages of life. Meeting them with the products and services to help them plan purposefully for their futures and to secure our life-long partnership as their trusted financial advocate. As one team, we are all committed to delivering service, empowering financial literacy, creating products, and providing new technology for our members.

 

We believe that work should be rewarding, challenging, and enjoyable. We’re dedicated to creating a positive and supportive culture where our team members can thrive. If you’re looking to use your skills and knowledge to make a difference in our members’ lives, Patelco could be the perfect fit for you.

Overview:

MCC Representatives are passionate about providing superior service and financial solutions via calls, chats and emails. They demonstrate genuine compassion and care for others and respect every member’s journey towards financial health. MCC Representatives support members from remote channels such as telephone, web, email, and mobile messaging. Their consultative qualities and empathetic characteristics make them great financial educators on products and services that resolve issues and offer proactive guidance for anticipated future needs. MCC Representatives have a member’s first mentality and consistently demonstrate selfless acts of kindness in serving others. They are highly engaged and help drive a successful culture and environment through positivity, continuous learning, teamwork, and FUN.

 

The MCC Representative’s success is measured by the individual’s ability to contribute to something greater than oneself, including strong performance with contact center metrics, exceptional quality with call/chat/email monitors, positive member surveys and feedback, all while supporting the contact center team in achieving superior member service and experience. The primary purpose of this role is to deliver outstanding service to both internal and external members via the phone.

Responsibilities:

• Deliver exceptional service to both internal and external members, in alignment with the credit union’s mission, vision, and values.
• Maintain thorough knowledge of Patelco products, services, fees, policies, and procedures.
• Assist members with phone inquiries on accounts and loans.
• Process member requests over the phone such as payments and transfers.
• Actively listen and seek to understand member financial needs, questions and concerns.
• Notate systems of record for each interaction and create service requests as needed.
• Educate members on digital services enrollment, features, and benefits.
• Help members with troubleshooting basic online banking and mobile errors/issues including user ID and password resets.
• Identify needs and offer products and services that improve the financial well-being of our members.
• Provide routine information on credit union products or services, including eligibility for membership, types of credit union accounts, current dividend rates, locations, office hours, and telephone numbers.
• Refer members to home loan mortgage officers or financial advisors upon discovering financial needs.
• Remain up to date on compliance training and continuous learning and development planning.
• Have strong customer service skills.
• Strong commitment to consistent attendance and punctuality.
• Be proficient on PC, MS Office Products, and Email systems.
• Strong technical skills with troubleshooting and understanding of digital services.
• Experience with Salesforce Lightening service requests a plus.
• Business professional verbal and written communication skills.
• Exhibit a sense of urgency and ability to multi-task
• Be detail oriented, well organized, a team player, and self-starter
• Be committed to the concepts of “One Team” and “elevated member service”
• Desire, ability, and experience in working with and helping other people
• Ability to work efficiently in a fast-paced contact center
• Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union’s policies and procedures. 

Qualifications:

• Have a HS Diploma/GED.
• One or more years of customer service experience (preferably financial institutions or contact centers).
• Ability to work flexible hours within Hours of Operation of Monday-Friday 7:30AM-7:00PM and Saturdays 7:30AM-4:00PM Pacific (Saturday rotation available)
• Bilingual (English/Spanish) skills are a plus
• Position is based in Merced, CA
• Hybrid-on site and remote

Target Base Pay:

$20 / hr

Compensation at Patelco:

Please note that the salary information is a general guideline only. Patelco Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We Offer:

Physical Health:

• Exceptional Medical, Dental, Vision, and Life Insurance benefits
• Rewards for completing wellness related activities

Financial Health:

• Competitive compensation packages with bonus opportunity
• 401(k) with 3% Safe Harbor and 5% employer match
• Discounts on loan products
• Tuition reimbursement

Emotional Health:

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays

Personal Development:

• On-the-job training and skills development
• Internal transfer opportunities for career growth
• Volunteer work

Patelco Credit Union is an Equal Opportunity Employer including individuals with disabilities and protected veterans.