Relationship Advisor MRC-Call Center Rep

Mazuma is a local, award-winning Credit Union that has been in business since 1948. Our purpose is to make Kansas City a better place to live, work and bank! Our philosophy is to treat our Members and Team Members like family. We value diversity, positivity, creativity, and teamwork; and we believe our culture exhibits just that. It looks something like this:

Our Team Members consistently show a Positive, Fun Attitude! You will always see us smiling, which is why we put it in our logo. We are always being respectful in interactions with our Members and other Team Members. Of course, our behavior and appearances are workplace appropriate, and this position should lead this value by example.

We are proactive collaborators and big fans of Teamwork! We embrace the opportunity to work with others and are punctual and dependable. We have strong people skills, take initiative, and aren’t afraid to make decisions-even some of the difficult ones. Did we say productive? We’re super productive.

Self-development and the development of others is part of our Learning & Growth! We take initiative in not only our own learning and growth but also the growth of the Team Members around us. We know our responsibilities and are not afraid to try new things.

We appreciate Creativity & Progressive Mindsets! If you can think outside the norm, introduce new ideas, and proactively solve problems, you’ll fit in just fine around here. We like to consider ourselves positive agents of change that embraces Team direction.

Besides that, here’s what else keeps Team Members here:

• Up to 27 days off a year, including:
  • 10 paid Holidays
  • Mental Health Day
  • Anniversary Day
  • PTO starting on the first day
• 40 hours of Paid Volunteer Time per year
• Traditional & Roth 401K with company match
• Medical, Dental, and Vision benefits effective 1st of the month following first day
• Wellness credit available for Medical premiums
• Company paid benefits including:
  • Basic Life and AD&D Insurance
  • Short-Term Disability Insurance
  • Long-Term Disability Insurance
  • Vision Insurance
  • Maternity & Menopause Support Programs
  • Employee Assistance Program
• On-Site Gym at our Headquarters location in Overland Park
• Discretionary Stakeholders bonus program
• Attractive interest rates on Team Member checking & Team Member money market accounts
• Consumer and mortgage loan discounts
• We love to smile, which is why it’s in our logo

Role:

The Relationship Advisor – MRC receives incoming calls and determines the products, services, or resources that the Retail and Small Business Member requires, then assists the Member or connects them with the staff representatives in the appropriate department who can provide them the assistance they need. Outbound calling using dialer functionality or calling manually for specific education campaigns for targeted Member segments may be required. This individual is an ambassador for Mazuma and serves to make the Member feel welcome, comfortable, and educated on Mazuma’s products and services in order to refer the best possible product to match the Member’s needs. The goal is to deliver outstanding Member experiences and to create Member engagement through active listening, superior service, delivery and follow-through of a Member’s identified and unidentified needs resulting in First Call Resolution The Relationship Advisor – MRC will be constantly developing product & job knowledge in order to perform all assigned duties with no assistance and minimal errors.

Essential Functions & Responsibilities:

• Comply with all federal regulations pertaining to financial institutions, all established organizational policies and guidelines, and operational procedures.
• Follow all established procedures related to transactions.
• Remain alert to suspicious individuals or transactions and, when appropriate, notify the immediate supervisor of concerns.
• Display basic understanding of loans and ancillary products on a level related to the position and engage in all relevant sales and service activities.
• Meet or exceed the assigned expectations for sales and service and productivity metrics.
• Guide, inform, and educate our Members through each interaction by helping them select the right product to meet their needs.
• Guide, inform, and educate Members in establishing an account relationship and all other manner of basic account maintenance as it applies to the position.
• Answer questions and accurately assist with negotiable instruments such as transfers, balance inquiries, card functions, personal and third-party checks, bonds, cashier’s checks, loan payments and payoff requests, and online banking navigation.
• Perform account maintenance including updates to Member’s account information.
• Understand, complete, and explain all associated paperwork, fees, and other information to Members by phone or electronically.
• Obtain proper endorsements and process these items accurately with knowledge of appropriate holds when applicable.
• Acquire and apply basic knowledge of all job duties and expectations as identified for this role.
• Display an understanding of all auxiliary or required internal applications related to their role.
• Basic proficiency in completing Member requested transactions through applicable channels.
• Knowledge of internal processes related to member disputes, fraud claims, check orders, stop payments, and lien releases.
• Have a strong understanding of the ODP program in order to effectively explain and process refunds accurately.
• Assist Members with bookkeeping and any other account activities.
• Other duties as assigned.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job. Duties, responsibilities and activities may change at any time with or without notice.

Competencies:

• Job & Technical Expertise
• Results Orientation
• Member Service & Retention
• Personal Accountability
• Communication & Interpersonal Skills
• Teamwork & Collaboration
• Develops Self & Others
• Strategic Thinking & Vision

Culture Expectations:

• Positive, Fun Attitude – Consistently demonstrates a positive attitude, always being respectful in interactions with Members and Team Members. Behavior and appearance should be appropriate and should lead by example.
• Teamwork – Proactive collaborator who embraces the opportunity to work with others. Punctual and dependable. Able to manage conflict well amongst Team Members and Members. Demonstrates strong people skills, initiative, and decision-making ability. Productivity meets or exceeds expectations for the position.
• Learning & Growth – Demonstrates initiative in not only self-development, but the development of others. Possess superior knowledge of the responsibilities and tasks in the department and can apply and share learning.
• Creativity & Progressive Mindset – Able to think outside the norm, introduce new ideas, and proactively solve problems. Positive change agent that embraces team direction.

Knowledge and Skills:

Required Experience:

• 1 year of customer service experience.

Preferred Experience:

• 1 year of experience in a financial institution.
• 1 year of experience in a call center.
• 1 year of consumer lending preferred

Education:

Required Education:

• High school diploma or equivalent.

Other Skills:

• Windows and Microsoft Office software (Outlook, Word, and Excel) as well as advanced keyboarding skills.
• Effective at problem-solving and making decisions.
• Well organized.
• Good mathematical ability, with strong problem-solving and negotiation skills.
• Must be able to take phone calls for up to 8 hours.
• Required to work a flexible schedule that may include extended hours, holidays, or Saturdays.
• Excellent communication skills.
• When working remote, understands how to resolve connectivity issues before engaging support.
• Ability to use technology efficiently without disruption to our Members.
Effective at multi-tasking.

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 15 lbs. Must be capable of climbing/descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours, including Saturdays, whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Work Environment:

Must be able to routinely perform work indoors in a climate-controlled office environment with minimal noise.

Mazuma Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.