Member Care Specialist

MERIWEST CREDIT UNION•San Jose, CA

5d•Onsite

About The Position

The Member Care Specialist provides personalized service to members, advising on company products and services to meet financial goals. This role involves assisting members through various channels to attract, deepen, and retain relationships, focusing on a positive member experience. This role requires 100 percent on-site presence and cannot support remote or hybrid schedules. Duties, responsibilities and activities may change at any time with or without notice.

Requirements

Minimum one year of customer service and sales experience, required.
A high school degree or equivalent.
This position is 100% on-site, must be able to participate in Saturday rotation schedule as assigned.
Ability to provide a high level of superior service for our members by listening and taking action on their initial request.
Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to the credit union.
Demonstrated experience in consultative selling techniques.
Demonstrates the ability to achieve results related to service level agreements, sales, and operations.
Demonstrates the ability to advise, provide member services, and achieve relationship sales objectives by anticipating and understanding member’s needs and recommending products that will benefit them.
Detailed oriented, excellent organization, verbal, and written communication skills.
This position requires that you obtain, and maintain, a National Mortgage Licensing System (NMLS) number as required by SAFE Act.
Verifiable job history showing stability, consistency, dependability, and accountability.

Nice To Haves

Prior banking or financial services experience, preferred.
Prior experience in a high-volume call center, preferred.

Responsibilities

Provide personalized service to members with a wide variety of services.
Advise members on how to utilize company products and services to meet personal financial goals.
Strive to achieve various service level agreements, including response time, call time, and wait time through various member channels.
Ensure adherence to risk and compliance expectations.
Assist members through various channels (phone, email, web, fax) to attract, deepen, and retain member relationships.
Make recommendations for additional products and services to deepen member relationships.
Participate in and be held accountable for the attainment of individual and department/organizational goals.
Contribute to sales referral production.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.