Member Service Representative (Call Center)

Credit Union 1•Anchorage, AK

13h•$20 - $28•Hybrid

About The Position

Member Service Representative’s (MSR’s) provide exceptional member service in an expedient, accurate and courteous manner via alternative service channels such as phone, email, and the CU1 mobile app. MSR’s have a thorough knowledge and understanding of all credit union products and services and seek opportunities to provide members with new and underutilized products and services. They are responsible for meeting individual goals and department objectives. In all dealings with the public, members, and employee’s responsibility or ownership is taken and timely follow up is done on pending issues. This position is open to a hybrid work schedule after successful completion of a probationary period. Candidate's must reside in Alaska to be considered for this role. Pay Range: $20.03 - $27.94 ESSENTIAL JOB FUNCTIONS: Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner. Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams. Works independently and utilizes effective problem solving skills to resolve complex issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides. Referring situations outside authority level to the appropriate department. Meets or exceeds individual MSR KPI’s (key performance indicators) and contributes to Member Service Center departmental goals. Provides member walk-throughs on technologies offered by the credit union such as ATM’s, DocuSign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union. Reviews suspicious or unusual transactions and items. Approves transactions within defined authority levels. Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests. Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members. Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings. SENIOR MEMBER SERVICE REPRESENTATIVE: In addition to the foundational behaviors of MSR, the Senior Member Service Representative will: Provide support in the research and resolution of escalated member issues. Have more advanced authority to issue transaction overrides and expire warnings. Update and maintain all member documentation according to procedure. Respond to member emails through the Secure Message Center. They demonstrate strong leadership skills and lead by example in the areas of member service, risk management, and the overall employee experience. Meets or exceeds Senior MSR KPI’s and contributes to Member Service Center departmental goals. ADDITIONAL REQUIREMENTS: Assists department manager and assistant manager on other service tasks performed in the Member Service Center. Meets the current standards as established for the department in the completion of all assigned duties. Performs other duties as assigned.

Requirements

Must be a high school graduate or equivalent, with a minimum of six months of financial institution experience or previous call center experience required.
Excellent communication skills, with the ability to build relationships with members through all channels.
Ability to effectively communicate one-on-one and in a group setting.
Ability to remain calm when helping difficult and/or irate members.
A professional appearance is required.
Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person’s financial needs.
Must have strong organizational skills and the ability to adjust priorities to meet deadlines in a fast paced environment.
Must be able to type at least 35 WPM and have the ability to use a 10-key calculator.
Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).
Must meet all requirements of the MSR position and have a minimum of one-year financial institution experience; strong call center experience or equivalent transferrable skills is required.
Must possess exceptional communication skills through telephone or written mediums.
To be eligible for this position, applicants must be legally authorized to work in the United States without restriction.

Responsibilities

Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner.
Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.
Works independently and utilizes effective problem solving skills to resolve complex issues; effectively uses position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments and overrides.
Referring situations outside authority level to the appropriate department.
Meets or exceeds individual MSR KPI’s (key performance indicators) and contributes to Member Service Center departmental goals.
Provides member walk-throughs on technologies offered by the credit union such as ATM’s, DocuSign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.
Reviews suspicious or unusual transactions and items.
Approves transactions within defined authority levels.
Uses outlined security procedures in conjunction with sound judgement to identify and deter potential fraudulent requests.
Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.
Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.
Assists department manager and assistant manager on other service tasks performed in the Member Service Center.
Meets the current standards as established for the department in the completion of all assigned duties.
Performs other duties as assigned.