Member Care Specialist I

Founders Federal Credit Union•Rock Hill, SC

1h•Onsite

About The Position

Founders Federal Credit Union helps members attain their financial goals through innovative services, convenient locations, and friendly employees dedicated to their financial future. The credit union is committed to providing the highest level of quality service to its members, recognizing that outstanding, dedicated employees are key to this success. This position is ideal for individuals with customer service or call center experience seeking a long-term career, who are motivated by learning new concepts and continual interaction with others. The ideal candidate will be dependable, courteous, professional, able to calm upset callers, and maintain a positive attitude. The role is located at the Rock Hill Center in Rock Hill, SC, requiring reliable transportation and on-site work, as remote work is not available. Initial and supplemental training will be conducted at a training center in Lancaster, SC or Rock Hill, SC.

Requirements

High school diploma is required
Must be able to gain a good understanding of credit union products and services
Must possess excellent problem-solving, listening, communication, and member service skills to serve the membership via telephone
Must have a strong work ethic with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
Basic computer literacy is required specifically in Microsoft Office products and SharePoint
Should be able to learn and navigate new applications quickly
Candidate must be available Monday - Thursday 8 am - 5 pm, Friday 8 am - 6 pm
Individual must have reliable transportation with the ability to work on-site
Individual must remain in the Member Care Specialist position for a minimum of 1 year prior to transitioning into another role within the credit union

Nice To Haves

Ability to communicate fluently and effectively in both English and Spanish is desired, but not required
Bi-lingual preferred not required
Previous customer service experience is preferred
Familiarity with the credit union’s guidelines and procedures on checking accounts, savings accounts, plastic card products, and loan products is helpful

Responsibilities

Handle all incoming calls regarding a variety of requests using first call resolution, demonstrating knowledge of all products and services offered by the Credit Union and excellent member service skills. Use knowledge to solve issues, provide out-of-the-box solutions for members, and show empathy.
Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all services, including inbound call management and one-call resolution for first-level troubleshooting and triage.
Exhibit a thorough knowledge of the credit union’s products and services and successfully use multiple computer programs/systems to research account-related questions. Keep abreast of new or changes in products, procedures, and technology by participating in educational opportunities.
Understand and explain the eligibility requirements for membership. Perform account maintenance, order checks, mail forms, send applications, and assist members with service problems, while managing call volume.
Handle complex accounts of credit union members accurately and perform computer transactions according to established procedures.
Supply members with information on interest rates, savings accounts, certificates, or any services offered by the credit union.
Serve as subject matter experts for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loan, and account opening processes.
Responsible for overall plastic card maintenance, including issuing, blocking, and assisting with problems and questions associated with card products and alerts.
Complete proper dispute forms for debit and ATM cards.
Remain aware of and identify potentially fraudulent activity to safeguard the Credit Union from potential losses.
Monitor and keep abreast of all Credit Union promotions and marketing materials to answer member questions.
Perform extensive verification via phone for members prior to making account changes or giving sensitive information, making a concentrated effort to identify/authenticate each member courteously and pleasantly.
Respond to inquiries, resolve problems, and fulfill member requests by researching and exploring alternative solutions and completing transactions in a timely and professional manner. Request assistance from a team leader if unable to assist members in a timely manner.
Understand and recognize FFCU products and services and be comfortable cross-selling Call 24, Online Banking, Mobile Banking, eStatements, Debit/Credit Cards, ATM cards, etc.
Provide credit union information to potential members and mail/email promotional materials as needed.
Identify and recommend process improvements or new products based on member interactions to enhance the members’ experience and improve retention.
Recognize, document, and alert the supervisor of trends in member calls.
Comply with Founders’ policies and procedures, as well as applicable laws, regulations, and statuses issued by federal agencies such as NCUA and FFIEC, including GLB and BSA, respecting and protecting the privacy of information and its integrity and confidentiality.
All other duties as assigned.

Benefits

Paid Holidays
Paid Time Off
Family-oriented culture that values work/life balance
Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
Comprehensive Health and Dental Insurance
Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
Health Care and Dependent Care Flexible spending accounts
Long Term Care Plan
Short- Term and Long-Term Disability Insurance
Tuition reimbursement to assist with furthering education
Certifications - Assistance with achieving and maintaining
Fit Founders Wellness Program