Member Care Support Specialist

AmFirst Career • Birmingham, AL

1d

About The Position

To support the Call Center staff, members, and potential members with their requests originated through our various virtual e-channels of communication; explain services and responds to potential problems.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
• Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Good listening and telephone skills; able to operate a 10-key calculator, computer keyboard, and multiple computer screens.
• Must have excellent communication skills.
• Must demonstrate excellent judgement to evaluate accounts and situations for approval.
• Must be organized and have the ability to move quickly from one priority to another.

Responsibilities

• Maintains and processes all new account applications in Meridian Link, including file maintenance and auditing.
• Manage all Call Center inboxes, respond to member requests, coordinate with other departments as needed, and process SWBC messages.
• Assist with requests and questions about products and services, including deceased accounts, IRAs, and certificates.
• Resolve issues within authority and refer others to a supervisor with recommendations.
• Identifies cross-selling opportunities and cross-sells services to members.
• Ensure proper record-keeping and scan all documents to the designated repository.
• Performs other job related duties required or assigned.

What This Job Offers

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