Member Care Specialist I

Founders Federal Credit Union • Lancaster, SC, US, SC

8d • Onsite

About The Position

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen. This position will be located at our Rock Hill Center in Rock Hill, SC. Individual must be have reliable transportation with the ability to work on-site. Remote work is not available. Initial training as well as supplemental training will be completed at a training center in Lancaster, SC or Rock Hill, SC.

Requirements

• High school diploma is required.
• Previous customer service experience is preferred.
• Must be able to gain a good understanding of credit union products and services.
• Individuals must possess excellent problem-solving, listening, communication, and member service skills to serve the membership, via telephone, providing service and information in a pleasant, professional, and efficient manner on all our services.
• 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.
• Individuals 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.
• Member Care Specialist II must meet job specifications for Member Care Specialist I and be independent and proficient of all Member Care Specialist I job duties.
• 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.
• A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.

Nice To Haves

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

Responsibilities

• Handling all incoming calls regarding a variety of requests using first call resolution.
• Assisting membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all our services.
• Inbound call management, including one call resolution for the member as first level troubleshooting and triage for member concerns.
• Exhibiting a thorough knowledge of the credit union’s products and services as well as demonstrating ability to successfully use multiple computer programs/systems to research account-related questions from members.
• Keeping abreast of new or changes in products, procedures, technology, etc. by participating in educational opportunities as they arise.
• Understanding and explaining the eligibility requirements for membership.
• Performing account maintenance, ordering checks, mailing forms, sending applications and assisting members with any problems they may incur with our services, while being aware of call volume and continuing to handle incoming calls.
• Handling the complex accounts of credit union members accurately.
• Performing computer transactions for members according to procedures set forth in the manual.
• Supplying members with information on interest rates, savings accounts, certificates, or any services offered by the credit union.
• Acting as subject matter experts for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loan, and account opening processes.
• Responsible for overall plastic card maintenance, such as issuing cards, blocking cards, and assisting with problems.
• Assisting members with questions associated with card products and card alerts.
• Completing proper dispute forms for debit and ATM card.
• Remaining aware of and identifying potentially fraudulent activity, safeguarding the Credit Union from any potential losses.
• Monitoring and keeping abreast of all Credit Union promotions and marketing materials sent to the membership and ensuring you are prepared to answer any questions the member may have on these materials.
• Performing extensive verification via phone for members prior to making any account changes or giving account sensitive information.
• Making a concentrated effort to identify/authenticate each member and being always courteous and pleasant.
• Responding to inquiries, resolving problems, and fulfilling member requests by researching and exploring alternative solutions and completing transactions in a timely and professional manner.
• Requesting assistance from team leader if unable to assist members with relevant information in a timely manner.
• Understanding and recognizing FFCU products and services and being comfortable cross selling Call 24, Online Banking, Mobile Banking, eStatements, Debit/Credit Cards, ATM cards, etc.
• Providing credit union information to potential members, and mailing/emailing promotional materials as needed.
• Identifying and recommending process improvements or new products based on member interactions to enhance the members’ experience and improve retention.
• Recognizing, documenting, and alerting the supervisor of trends in member calls.
• Complying with Founders’ policies and procedures, as well as applicable laws, regulations, and statuses issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA.
• All other duties as assigned.
• Once independence and proficiency are achieved, Member Care Specialist will be eligible for promotion to Member Care Specialist II.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED