Job Details
With this position we are looking for the ideal candidate that can provide professional, prompt, financial service to all members and potential members in a Member Service setting.
**Schedule: Monday-Friday from 8am-5pm, and alternating Saturdays from 9am-2pm.**
Job Summary
The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.
Duties and Responsibilities
- Determine member needs and educate them on appropriate beneficial products and services.
- Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
- Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
- Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
- Process account transactions accurately at the request of the member.
- Research member questions and accurately communicate the resolution or process to resolve.
- Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
- Advocate, promote and create honest and open communication throughout the credit union.
- Demonstrate behaviors that are consistent with the credit union s values, philosophies, and leadership characteristics.
- Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.
Education and Experience Requirements:
- High school diploma or equivalent.
- One (1) year of experience in a financial institution or customer service position.
Required Knowledge, Skills and Abilities:
- Ability to function and thrive in a high-volume, high production environment.
- Ability to multi-task and adapt to change with systems, processes, and procedures.
- Ability to work effectively individually and within a team environment.
- A self-motivated individual driven by goals.
- Ability to maintain a high level of confidentiality.
- Effective conflict resolution and communication skills
- Ability to adhere to a daily schedule to meet the needs of our members.
- Must be able to be bonded.
Preferred Knowledge, Skills and Abilities:
- Associate or bachelor s degree.
- Knowledge of credit union services and products.
Physical Requirements:
- In this position, individual will be expected to lift up to 20 pounds from time to time.
- Must be able to stoop, bend, reach or stand for extended periods of time.
- Must be able to sit and use a computer for extended periods of time.
Working Conditions:
This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities. Required to work on Saturdays from 9:00am-2:00pm.
This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.