Remote Contact Center MSR II (Part-Time) - SoCal

We are seeking a highly motivated and customer-focused <strong>Member Service Representative II (MSR II)</strong> to join our <strong>remote contact center team</strong> in <strong>Southern California (SoCal)</strong>. As an MSR II, you will be responsible for providing exceptional service to our members, handling inquiries, processing transactions, and assisting with account-related concerns. This is a <strong>part-time, work-from-home opportunity</strong> that offers flexibility while allowing you to build your career in a professional and fast-paced environment. <h3><strong>Key Responsibilities:</strong></h3> <h4><strong>Customer Service & Member Assistance</strong></h4> <ul> <li>Respond to inbound calls, emails, and chat inquiries from members regarding their accounts, loans, and financial services.</li> <li>Provide accurate information about products, policies, and services to ensure member satisfaction.</li> <li>Assist members in resolving issues related to transactions, account access, online banking, and general inquiries.</li> <li>Educate members on self-service tools and digital banking solutions to enhance their experience.</li> </ul> <h4><strong>Transaction Processing</strong></h4> <ul> <li>Handle routine and complex financial transactions such as fund transfers, payments, deposits, and withdrawals.</li> <li>Process loan applications, credit card requests, and other account-related services.</li> <li>Ensure compliance with all banking regulations and internal policies during transactions.</li> </ul> <h4><strong>Problem Resolution & Escalations</strong></h4> <ul> <li>Investigate and resolve member concerns efficiently while maintaining a professional and courteous manner.</li> <li>Escalate unresolved issues to senior team members or supervisors when necessary.</li> <li>Document all interactions accurately within the customer relationship management (CRM) system.</li> </ul> <h4><strong>Sales & Cross-Selling Opportunities</strong></h4> <ul> <li>Identify opportunities to recommend financial products and services that align with member needs.</li> <li>Upsell additional banking solutions such as savings accounts, loans, and credit cards.</li> <li>Meet or exceed performance targets and service level agreements (SLAs).</li> </ul> <h3><strong>Qualifications & Requirements:</strong></h3> ? <strong>Experience:</strong> <ul> <li>Minimum <strong>2 years of experience</strong> in a customer service, banking, or financial services role.</li> <li>Prior experience in a <strong>call center or remote customer support</strong> environment preferred.</li> </ul> ? <strong>Skills:</strong> <ul> <li>Strong <strong>verbal and written communication skills</strong> to engage effectively with members.</li> <li>Proficiency in <strong>multitasking</strong> while navigating multiple software systems.</li> <li>Excellent <strong>problem-solving abilities</strong> and the ability to handle high-pressure situations.</li> <li>Comfortable working in a <strong>remote environment</strong> with minimal supervision.</li> </ul> ? <strong>Technical Requirements:</strong> <ul> <li>Access to a <strong>quiet home office space</strong> with reliable <strong>high-speed internet</strong>.</li> <li>Ability to use company-provided customer service tools, including CRM and ticketing systems.</li> <li>Familiarity with <strong>Microsoft Office, online banking platforms, and financial software</strong> is a plus.</li> </ul> <h3><strong>Work Schedule & Benefits:</strong></h3> <ul> <li><strong>Part-time position</strong> with flexible hours, including evenings and weekends.</li> <li>Competitive <strong>hourly pay</strong> based on experience and performance.</li> <li><strong>Work-from-home setup</strong> with opportunities for growth and advancement.</li> <li>Training provided to ensure success in the role.</li> </ul> <h3><strong>Why Join Us?</strong></h3> <ul> <li><strong>Remote flexibility:</strong> Enjoy the convenience of working from home.</li> <li><strong>Career growth:</strong> Opportunity to advance within the company.</li> <li><strong>Supportive team:</strong> Work with a collaborative and dynamic team dedicated to member satisfaction.</li> </ul> <strong>Apply today and become a valued part of our Remote Contact Center team in SoCal!</strong>