Member Care Center Service Specialist I

First Source FCU•New Hartford, NY

About The Position

The primary responsibility of this position is to provide an exceptional experience to our membership by promoting the mission, lending philosophy and values of the organization. Seek to identify opportunities to improve our members’ financial lives through counseling and education. Refer Credit Union products and services using the needs-based sales approach. Maintain a high level of quality standards.

Requirements

High School or equivalent plus 1-3 years work experience OR related business degree
Strong communication and interpersonal skills
Attention to detail.
Strong computer aptitude
A professional appearance
Ability to work flexible hours including Saturday’s as needed.

Responsibilities

Serve as the first point of contact for Members calling the Member Care Center.
Actively listen, research, and resolve requests and discrepancies related to member’s accounts/loans.
Navigate multiple systems to professionally perform complex service task by telephone, chat, and email with a high degree of accuracy and speed in a high-volume, fast-paced contact center environment.
Service tasks include, but are not limited to, assisting with account inquiries, request, research, maintenance, disputes, and non-monetary transactions, as well as conducting other service related task.
Appropriately handle member complaints and resolve problems.
Professionally correspond with members and provide superior member service.
Meet or exceed established performance goals and operational standards.
Maintain in-depth product and service knowledge in order to refer products and services that best fit the members' needs.
Assist members with various online products and services offered.
Execute first call resolution; may require research, follow-up, return calls.
Educate current and prospective members about products and services.
Initiate fee adjustments and/or other monetary incentives for members within scope of authority.
Perform account transactions within the procedures for the Member Care Center.
Protect and verify identity of caller and review account information for alerts and account irregularities.
Take action and respond to situations/patterns of activity indicating potential fraud or abuse.
Understand and comply with federal and other applicable regulations relating to financial products and services.
Required to participate in First Source Federal Credit Union events as well as designated Community events.
Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
Must be registered under the SAFE Act Guidelines as established in 2011.
Required to attend training sessions as appropriate.
Required to travel as needed.
Performs other duties as assigned.