Member Contact Specialist (Call Center)
About The Position
This position is responsible for providing exceptional service to our members by telephone and/or through online communication. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues. Maintains a proficient knowledge of all Credit Union products, services and programs. Adheres to all Credit Union policies and procedures, demonstrating sound judgement within established limits. Actively builds relationships with new, existing and prospective members and cross-sells products and services. Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments. Supports and promotes the Credit Union's Vision, Mission and Core Values.
Requirements
- High school diploma or GED
- Minimum two years of similar or related experience including customer service experience.
- Must be able to speak, read, write and understand English.
- Excellent verbal and written communication skills.
- Demonstrated professional telephone skills.
- Positive, outgoing personality and a "can-do" attitude.
- Demonstrated knowledge of all frontline processes and procedures.
- Ability to make decisions and solve problems timely.
- Demonstrated knowledge of Electronic Services.
- Proficient computer skills and the ability to work in Window-based systems/Microsoft applications.
- Ability to work various schedules and on Saturdays as needed.
- Ability to travel to other branches as needed.
Nice To Haves
- Minimum two years of previous Teller/Member Service Specialist experience preferred.
- Call Center or switchboard operator experience a plus.
- Bilingual language skills a plus.
Responsibilities
- Serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the call.
- Complies with member identification procedures and exercises discretion when dealing with confidential information.
- Provides account information and processes member requests for statement copies.
- Researches and correct errors on member accounts.
- Performs general account maintenance on member accounts, such as address changes.
- Assists members with closing accounts.
- Ensures compliance with all applicable regulatory requirements.
- Maintains a proficient knowledge of all Credit Union products and services.
- Explains the features and benefits of all Credit Union products and services to recommend and cross-sell as appropriate.
- Handles complex account servicing issues, account maintenance and troubleshooting including fraud.
- Assists in the set-up of Home Branch accounts.
- Resolves or refers electronic service issues including, Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
- Orders debit cards and resolves issues including disputes.
- Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
- Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.
- Establishes membership and opens deposit accounts.
- Coordinates the preparation and issuance of adverse action letters to members.
- Provides coverage to the Frontline as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
