Part-Time Customer Service Representative

Members 1st Federal Credit Union•Enola, PA

21d•Remote

About The Position

The Customer Service Representative provides accurate and efficient member service to assure high levels of member satisfaction and accurate record keeping of member accounts through telephone requests. The role will process various routine member interactions. The Customer Service Representative will have the opportunity to obtain additional credentials as follows: Cards - Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation. Fraud - Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts. Ability to successfully recognize and identify fraudulent activity and use effective loss mitigation. Mentor - Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources.

Requirements

Ability to successfully recognize and offer sales opportunities
Attention to detail and accuracy
Excellent communication and interpersonal skills
Familiarity with PCs and applicable software
Thorough knowledge of credit union products, services, policies and procedures
Effective knowledge
Accountability and self-management
Teamwork and leadership
Communication
Innovation and problem-solving
Ability to communicate effectively in English, both orally and in writing
Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
Ability to sit for extended time periods
Sufficient manual skill for operation of PC keyboard and other standard office equipment
Ability to travel, including occasional overnight travel
Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects
0-1 years of related experience

Responsibilities

Processing financial transactions and providing members with account information.
Assisting with troubleshooting mobile banking issues.
Contributing to sales goal attainment for department and organization goals, primarily by identifying and educating members on product and service needs through meaningful conversations.
Providing members with unparalleled experiences.
Assisting with meeting departmental goals along with individual performance metrics.
Assist members with card specific needs, perform card maintenance and transactions within the card application, receive and submit card disputes for further investigation.
Assist members with fraud inquiries, recognize and report fraudulent activity, perform maintenance within accounts to reduce and limit exposure to fraud and handle escalated member interactions to determine proper account handling for compromised or suspicious accounts.
Mentor new hires during the onboarding process, assist peers with account specific inquiries and escalated member concerns, provide feedback to associates and educate them on procedures and internal resources.