Member Care Center Representative

VANTAGE CREDIT UNION•Weldon Spring, MO

6d•Hybrid

About The Position

Responsible for answering incoming calls while maintaining excellent member service. Responsible for verifying the members identity, determining the needs of the member and, resolves members concern without transferring the member when appropriate. Responsible for responding professionally to live chat conversations and email requests while providing excellent member service. Identifies referral options for loans and deposit services, by staying abreast on products and services, and meet sales targets. Researches and resolves complaints to ensure member retention and satisfaction. Exercise tact, judgment, and initiative in working with members and team members. As assigned by the Member Care Manager, Assistant Member Care Manager(s), and/or Member Care Coordinator(s), responsible for the training and development of Member Care representatives. Review and make recommendations to update procedures as needed. When appropriate, takes advantage of cross-sell opportunities and provides members with solutions to financial issues. Encourage all potential members to join the credit union by thoroughly explaining our services and offering to provide information. Meet or exceed individual and team productivity and quality standards. Perform other individual and/or team tasks as assigned by the Member Care Manager(s), Member Care Assistant Manager(s), and/or Member Care Coordinator(s).

Requirements

Above average written and oral communication skills.
Ability to handle people at all levels.
Good listening skills and empathy with board, staff, and member needs.
Good math aptitude.
Ability to meet simultaneous deadlines.
Ability to effectively organize and prioritize work under pressure.
Sensitivity to executive etiquette and protocol.
Ability to recognize and handle different personalities.
High degree of poise and tact to represent the credit union positively.
Positive and team-oriented attitude.
Ability to see the steps necessary to get things done.
Receptive to learning new tasks.
Willingness to take responsibility for own actions.
Ability to organize and prioritize work with little direction.
Proficiency with various computer software programs.
Experience with operating automated and standard office equipment.
Integrity and high moral responsibility.
Analytical ability with the incisiveness to ask discerning questions.
Ability to evaluate each situation as its own and think outside the box for solutions.
Ability to work well with management and staff to build positive working relationships and achieve group cohesiveness and objectives.
Willingness to put in the time necessary to get the job done.
Flexibility and strong ability to adapt to changing situations.

Nice To Haves

Associate degree in a business-related field or equivalent of one to two years of customer service experience.
General business courses in a continuing education setting.
Lending or credit experience.

Responsibilities

Answering incoming calls while maintaining excellent member service.
Verifying member identity, determining member needs, and resolving concerns without transferring when appropriate.
Responding professionally to live chat conversations and email requests while providing excellent member service.
Identifying referral options for loans and deposit services by staying abreast of products and services, and meeting sales targets.
Researching and resolving complaints to ensure member retention and satisfaction.
Exercising tact, judgment, and initiative in working with members and team members.
Training and development of Member Care representatives as assigned.
Reviewing and recommending updates to procedures.
Taking advantage of cross-sell opportunities and providing members with solutions to financial issues.
Encouraging potential members to join the credit union by explaining services and offering information.
Meeting or exceeding individual and team productivity and quality standards.
Performing other assigned tasks.