Member Contact Specialist I Gulfport 5180

Keesler Federal Career • Gulfport, MS

8d • Onsite

About The Position

Under general supervision, but following established policies and procedures, this role is responsible for providing a variety of account services as a result of member inquiries or requests in a fast-paced environment. The position provides exceptional member service while processing financial transactions and answering member account and service inquiries over the telephone in a timely, accurate, professional, and courteous manner.

Requirements

• A high school education or GED.
• One year to three years of similar or related experience.
• Excellent oral and written communication skills required.
• Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required.
• Good typing/keyboarding skills required.
• Accuracy and attention to detail required.
• Punctuality and attendance are critical to this position.
• Ability to multitask in a fast-paced environment while prioritizing and organizing workload required.
• Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
• Experience with office equipment such as calculators, fax machines and copiers required.
• Completion of Integrity TMA training required within one year of hire date.

Nice To Haves

• Experience with Symitar financial institution software preferred.
• Completion of CUNA’s CPD Online courses as assigned and/or required.

Responsibilities

• Demonstrates the ability to communicate effectively and professionally, to provide quality service to members as well as internal team members.
• Ensures confidentiality and protection of member information.
• Following credit union policies and procedures, properly identifies members (including account ownership) for whom they are conducting transactions or providing account information.
• Performs file maintenance, account changes, and other non-cash transactions.
• Provides balance inquiries, loan, credit card and account history, and general account, loan and credit card information upon member’s request.
• Accepts member requests for wire transfers and Speed Pay transactions within established limitations.
• Performs various account transactions per the member’s request within established guidelines; including but not limited to, loan payments, deposits, withdrawals, and credit cards payments.
• Resolves various member disputes, concerns, and requests within scope of authority.
• Effectively escalates member disputes or issues through chain of command when necessary.
• Performs limited account research upon member’s request or utilizes the Synapsys CRM to create the applicable service event.
• Maintains up-to-date knowledge on all KFCU products and services.
• Meets established service and production goals for the contact center.
• Effectively uses the Synapsys CRM to create and manage sales, referrals, and service events for members within Service Commitment timelines.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and all credit union policies and procedures.
• Utilizes The Member Advantage AID.INC system to identify potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department’s policy and procedures.
• May assist team members from the branches/departments with member service issues or requests.
• Responsible for satisfactory completion of any training or certification as needed or required to maintain quality member service.
• Travel to and work at alternate work locations may, at times, be 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 by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long Term Disability Benefits
• Employee Assistance Program

What This Job Offers

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