Member Service Representative I
About The Position
Member Service Representatives (MSRs) in the Contact Center are the primary point of contact for members, providing exceptional service and support for various banking services. They assist with inquiries related to loans, deposit accounts, online banking, and financial products, while identifying opportunities to recommend solutions that enhance the banking experience. MSRs ensure timely issue resolution and act as a liaison between the Credit Union and its members. Their primary function is to deliver excellent service, resolve issues, process transactions, and educate members on products and services to enhance their financial well-being. Referring members to business partners as opportunities arise is also a key responsibility.
Requirements
- High school diploma or equivalent required.
- 1 year of experience in customer service or financial services.
- Excellent verbal and written communication skills.
- Strong problem-solving and decision-making abilities.
- Proficiency in Microsoft Office products.
- Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
- Exceptional attention to detail and organizational skills.
- Ability to educate and influence members regarding financial products and services.
- Commitment to delivering exceptional service and fostering member relationships.
Responsibilities
- Answer incoming telephone calls and online chats from members daily in accordance with predetermined guidelines and provide excellent service to members utilizing high-level problem-solving skills.
- Perform transactions relating to deposit and loan accounts, utilizing a variety of systems.
- Process loan payments and payoffs, account transfers, account changes, member profile updates, online banking PIN and password resets, ACH requests, debit card limit increases, RDC and bill pay requests, account history balance, and reviews.
- Take a consultative approach in discussing the benefits of Workers Credit Union products and services.
- Resolve members’ account and system issues while observing compliance regulatory requirements and credit union policies and procedures.
- Assist members with basic digital banking issues such as password resets, username resets, navigation of the website, and setting up alerts and notifications.
- Educate members on available products and services.
- Adhere to scripts and established protocols for consistent member interactions.
- Meet daily call quotas
- Achieve high satisfaction ratings in member surveys
- Demonstrate a willingness to learn and grow within the role.
Benefits
- Comprehensive medical, dental and vision plans
- Basic life and AD&D insurance, short-term disability and long-term disability
- 15+ days of paid time off (PTO) per year
- Up to 16 hours of volunteer time off (VTO) per year
- 11+ paid holidays
- 401(k) that includes a Safe Harbor Match of up to 4%.
- Tuition Reimbursement Program
- Mental health resources including an Employee Assistance Program (EAP)
- Individualized learning and development programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
