Member Service Center Representative

People's Credit Union • Middletown, RI

9h

About The Position

The Member Service Center Representative (MSCR) is responsible for servicing members and prospects by fielding questions, solving problems, and responding to telephonic or electronic channel inquiries. Handles customer complaints with professionalism and escalates issues to management when necessary. Utilizes a variety of systems when responding to member requests and offers solutions.

Requirements

• High school diploma or equivalent
• At least two years’ experience in a cash handling, teller, or member service representation position
• Exhibits working knowledge of retail banking operations with strong organizational skills
• Experience with MSC phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management
• National Mortgage Licensing System (NMLS) registration required
• Good oral and written communication skills
• Experience in Windows, Microsoft Office

Responsibilities

• Responds to, investigates and problem solves member requests, questions or complaints via telephone and internet.
• Has strong working knowledge of the following applications: MSC phone system, Core System, Home Banking, Bill Pay, ATM/Debit card management, On-Line account opening, telephone loan applications, and loan origination systems.
• Ability to research and resolve ATM / Debit card requests. When appropriate inputs transaction disputes.
• Adheres to established policies and procedures of the Credit Union and the department.
• Effectively investigates and problem solves member requests, questions, problems or complaints via telephone and internet, directs them to management for resolution, when necessary.
• Comprehensive knowledge of credit union products, services, policy, and procedures including online banking, mobile banking, bill pay and debit card maintenance.
• Assists members in maintaining and enhancing relationships as it relates to Credit Union products and services.
• Educates the member on electronic services, Online and Mobile Banking, Bill Payment.
• Assists members with opening online accounts, reviews application for accuracy and fraud and follows up as needed. Completes member on-boarding process.
• Interviews consumer loan applicants to gather the required information for a credit application, explaining loan options, rates, and terms.
• May perform teller / MSR I or member service representative responsibilities in a retail branch.

Benefits

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events

What This Job Offers

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