Member Contact Service Specialist

Community First Credit Union • Neenah, WI

3d

About The Position

The Member Contact Service Specialist provides phone-based service to Community First Credit Union’s internal and external members. The role answers questions, processes transactions, provides education, and resolves issues while supporting the credit union’s “find a way” service promise. The specialist uses multiple software systems, maintains service-level expectations and call quality while handling a high volume of calls, and explains and recommends credit union products and services as appropriate.

The Member Contact Center operates Monday through Friday from 7 a.m. to 6 p.m. and Saturdays from 7 a.m. to 1 p.m. The position’s schedule falls within these operating hours and includes a rotating Saturday morning.

Requirements

• High school diploma or equivalent.
• Two years of experience in financial services or a call center environment.
• Exceptional verbal communication skills.
• Advanced ability to multitask, prioritize, stay organized, and follow up.
• Strong knowledge of and experience with web-based software programs.
• Commitment to member service and a passion for seeking solutions.
• Ability to work hard, find solutions, and have fun.

Nice To Haves

• Associate’s degree in banking or finance.

Responsibilities

• Provide exceptional phone service to internal and external members using multiple software systems.
• Maintain service-level expectations and consistent call quality while handling a high volume of calls.
• Explain credit union product and service features and benefits, and recommend products and services as appropriate.
• Process share withdrawals, fund transfers, pre-authorized credit line advances, outgoing wires, check orders, certificate renewals, and savings sub-share openings.
• Provide account information about balances, check clearings, deposits, postings, and statements.
• Process, record, and follow up on ACH, payroll distribution requests, and TDs.
• Provide online banking and bill payer setup, support, and problem resolution for members and branch staff.

What This Job Offers

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