Member Experience Associate

Oklahoma's Credit Union • Oklahoma City, OK

7d • Onsite

About The Position

Oklahoma's Credit Union (OKCU) is seeking a Member Experience Associate to join their phone center team at the Capitol Branch. This role involves providing outstanding member service, assisting members with credit union products and services via phone, live chat, and email. Responsibilities include handling account inquiries, processing requests like funds transfers and stop payments, troubleshooting online banking and mobile deposit issues, and acting as a liaison between members and other departments. The associate will also answer questions about interest rates and account histories, perform research, review reports, and assist with administrative tasks related to shared branches and verifications. Ensuring member confidentiality and compliance with policies and regulations is crucial.

Requirements

• High school diploma or equivalent.
• Six months of customer service experience.

Nice To Haves

• Experience in a call center environment is preferred.
• Multi-lingual capabilities to include Spanish are a plus.

Responsibilities

• Provide outstanding member service and contribute to overall team effort.
• Fully understand and actively assist members in using credit union products and services.
• Assist members on the phone, in live chat or by email with general account inquires and credit union information.
• Assist members with account-related requests and research, such as funds transfers, stop payments, inquiries about credit union deposit products and service charges, debit card usage and limits, accounts transactions, funds availability, and check verification requests by third parties.
• Troubleshoot member remote access channels and assist members with online banking, bill pay, and mobile deposit.
• Research and resolve member problems, acting as the member liaison between other departments when necessary.
• Answer basic member inquiries regarding interest rates, service charges and account histories while complying with disclosure requirements, regulations and member privacy policies.
• Perform member requested research, including printing statements and check copies; send documents to members to obtain signatures via secure email.
• Review daily, weekly and monthly reports as assigned; including money on deposit, inactive accounts, zero balance loans, large check deposits and referral reports.
• Assist Credit Union Shared Branches with Currency Transaction Reports, submit verifications of insurance, distribute incoming faxes, and review returned mail.
• Ensure confidentiality regarding member transactions and information.
• Ensure actions are compliant with all credit union policies and procedures.

Benefits

• Employee medical coverage 90% paid by OKCU
• Employee dental, vision and life insurance paid by OKCU
• Tuition reimbursement program
• 401(k) contribution match of up to 3%, plus additional profit-sharing match of 3%
• Volunteer opportunities to serve the community
• Gym membership reimbursement
• Comprehensive training opportunities

What This Job Offers

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