Member Experience Specialist I (Call Center Rep)

Nutmeg State Financial Credit Union•Rocky Hill, CT

About The Position

The primary purpose of this position is to assist with member inquiries, including processing requested financial transactions, assistance with online banking requests, problem resolution, and completing any follow-ups for service. Additionally, the Member Experience Specialist I is responsible for effectively communicating with all members either via phone, email, or chat.

Requirements

High School diploma or equivalent required
Minimum of one-year experience in a sales or customer service role is required.
Ability to work well independently, as well as in a team-oriented environment.
Strong organizational skills and attention to detail.
Proficient with Microsoft Office applications.
Good understanding of member services and Nutmeg’s products.
Ability to use manual and automated office equipment with business efficiency.
Ability to effectively communicate (written and oral) with other employees and outside entities.
Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.
Ability to troubleshoot issues and resolve concerns in a timely and professional manner.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
Must be capable of exercising high levels of discretion on both internal and external confidential matters

Nice To Haves

associate degree preferred
Prior experience in a financial/banking institution preferred, not required.

Responsibilities

Promptly responds to incoming calls, emails, or chat messages from members seeking information or assistance with their accounts.
Provides accurate and complete information.
Proactively collects necessary information from members to understand their specific needs.
Clearly explains information, actively listens to member concerns, and maintains a professional demeanor.
Addresses complaints professionally, while working to find satisfactory solutions.
Keeps members updated regarding new services and promotions; determines member’s needs.
Assists members with requests for general information on credit union programs, products, services, rates.
Thorough understanding of Nutmeg’s products, services, and policies to provide accurate information.
Familiarity with all systems and other relevant software tools to manage member interactions efficiently.
Accurately documents all member interactions and resolutions in the applicable applications.
Proficiency in updating member information, processing account changes, and performing basic account maintenance, as needed.
Follows company policies and procedures related to data privacy, member information, and regulatory requirements.
Completes all required training and compliance course offerings.
Delivers outstanding service to both internal and external members.
Prioritizes member satisfaction and delivers a positive experience.
Follows all protocols for standardized greetings, closings and survey offerings.