MCC Service Specialist

Rogue Credit Union•Medford, OR

10d•Onsite

About The Position

Greets and assists members with active listening skills providing accurate information and service to members. Demonstrates knowledge of Rogue's vision and mission philosophies, using the Service Promises to build Loyal Members through each individual member experience.

Requirements

One month to twelve months of similar or related experience.
A high school education or GED.
Excellent communication, listening and telephone skills.
Professional demeanor; extensive technical knowledge with excellent computer/keyboarding skills; 10 key calculators; with a minimum typing speed of 40-45 w.p.m.
High ability to multi-task and make decisions with minimum information, possesses the ability to effectively work in multiple systems simultaneously.
Has knowledge in using computer search engines and in-depth knowledge of major consumer browsers to effectively identify potential issues impacting electronic services.
Has the ability and aptitude to learn and maintain knowledge in a multitude of web-based systems/processes.
An effective level Member Service Specialist will be self-sufficient and perform their role with minimal supervision and oversight.

Nice To Haves

Work involves contact with people beyond immediate associates regarding routine matters for the purpose of obtaining information which may require some discussion.
Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Responsibilities

Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner using the five Service Promises to assist, resolve and complete members requests. Includes but is not limited to transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance and other operational tasks as determined or other member assistance items.
Completes member requests received via phone, email or any point of member contact through electronic means, including but not limited to: in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical/transaction research and general maintenance. Works with members and other resources to find answers and resolution. Takes ownership of situations within authority limits or refers to others within the credit union as needed.
Maintains effective level knowledge of all credit union departmental products/services/processes, identifying cross sell/referral/trend opportunities. Participates in credit union promotions. Maintains a high level of technical knowledge to successfully perform all duties.
Assists other departments as needed; proactively performs other duties as needed or assigned.