Member Contact Specialist I 4896

Keesler Federal Credit Union • Gulfport, MS

234d

About The Position

Keesler Federal Credit Union is seeking a Member Contact Specialist I to join our Contact Center team. This position is responsible for providing a variety of account services in response to member inquiries or requests in a fast-paced environment. The role requires exceptional member service while processing financial transactions and addressing member account and service inquiries over the telephone in a timely, accurate, professional, and courteous manner.

Requirements

• High school education or GED.
• One to three years of similar or related experience.
• Excellent oral and written communication skills.
• Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training.
• Good typing/keyboarding skills.
• Accuracy and attention to detail.
• Punctuality and attendance are critical.
• Ability to multitask in a fast-paced environment while prioritizing workload.
• Pleasant, distinct voice reflecting an enthusiastic, helpful attitude.

Nice To Haves

• Experience with Symitar financial institution software.
• Completion of CUNA's CPD Online courses as assigned.
• Completion of Integrity TMA training within one year of hire date.

Responsibilities

• Communicate effectively and professionally to provide quality service to members and internal team members.
• Ensure confidentiality and protection of member information.
• Identify members for transactions or account information following credit union policies.
• Perform file maintenance, account changes, and non-cash transactions.
• Provide balance inquiries, loan, credit card, and account history information.
• Accept member requests for wire transfers and Speed Pay transactions.
• Perform various account transactions including loan payments, deposits, withdrawals, and credit card payments.
• Resolve member disputes, concerns, and requests within scope of authority.
• Escalate member disputes or issues through the chain of command when necessary.
• Conduct limited account research and utilize the Synapsys CRM for service events.
• Maintain up-to-date knowledge on all KFCU products and services.
• Meet established service and production goals for the contact center.
• Utilize the Synapsys CRM to manage sales, referrals, and service events.
• Ensure compliance with all Federal regulations and credit union policies.
• Identify potential member service needs through the Member Advantage AID.INC system.
• Assist team members from branches/departments with member service issues.
• Complete any required training or certification to maintain quality member service.
• Travel to and work at alternate locations as required.

Benefits

• Medical, dental, and vision insurance.
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses.
• Employee and Dependent Life Insurance.
• 401(k) Retirement Plan with 100% match on the first 5% contributed.
• Paid Leave.
• Tuition Reimbursement and Competitive Scholarships.
• Short Term & Long Term Disability Benefits.
• Employee Assistance Program.

What This Job Offers

• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED