Member Response Specialist

Educators Credit Union•Mount Pleasant, WI

1d•Onsite

About The Position

As a Member Response Specialist, you are entrusted to communicate with our credit union members through phone and electronic services. If you like fast-paced environment that works behind the scenes this is the position for you! This role provides exceptional service to members over the telephone or e-service support. You will explain services, respond to problems, and direct phone calls to the appropriate area. Apply knowledge and utilize resources to find solutions and alternatives that will guide our members towards a positive experience by following ECU's core values.

Requirements

One month to twelve months of similar or related experience.
A high school education or GED.
Good listening and telephone skills.
Accuracy.
Able to make decisions with minimum information.
Successful in handling a high volume of telephone contacts while maintaining accuracy and friendly service.
Ability to work independently while displaying initiative and decision making skills.
Ability to maintain a high level of professionalism while working in a fast-paced environment.
Standing, sitting, using hands and fingers, reaching including reaching above the shoulders, talking and hearing, visual acuity, occasional stooping, crouching, or kneeling, and occasional lifting a maximum of 15 pounds.

Nice To Haves

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Responsibilities

Assist members and potential members with their telephone and e-service requests with a focus on being knowledgeable, proactive, reliable, welcoming, and making a personal connection; answer questions about products and services and resolve problems; refer problems that may need the assistance from management, along with recommendations.
Utilize each call as an opportunity to connect with our members to produce a "wow" experience that forms the basis for member loyalty and advocacy.
Identifies and pursues opportunities to educate members regarding additional products and services.
Maintains member account information on computer system.
Assures that appropriate records are maintained and required reports are prepared.
Performs other related duties as assigned.