Member Service Representative I (Beaverton, OR)

RIVERMARK COMMUNITY CREDIT UNION•Beaverton, OR

9d•$23 - $31•Hybrid

About The Position

Rivermark Community Credit Union is a local, not-for-profit financial cooperative serving communities across Oregon and Washington. As a member-owned organization, we help people build stronger financial futures through better rates, lower fees, and personalized financial solutions. Our purpose is simple: we transform lives and communities together. That same commitment extends to our employees. We've built a culture where people feel valued, supported, and empowered to grow. We celebrate diverse experiences and perspectives and strive to create an environment where everyone feels a genuine sense of belonging and can show up as their authentic self. Build your career where you belong and help strengthen the communities you call home. At Rivermark, you'll grow with purpose, support your neighbors, and be part of something bigger.

Requirements

High school diploma/GED required.
Minimum one year of call center, customer service or sales experience required.
Strong ability to provide excellent member service and effectively discuss/refer credit union products and services to recommend enhancements to members.
Takes ownership of every member interaction, whether it requires a call back, extended research or assistance.
Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.
In-depth understanding of all credit union products and services.
Research and problem-solving skills to identify and resolve issues.
Must be available to work 10 a.m. to 7:00 p.m., Monday-Friday, and some Saturdays 9:30 a.m. to 6:00 p.m.
Initial 70+ days of training on-site.

Nice To Haves

Spanish speaking skills a plus.
Financial institution experience preferred.

Responsibilities

Assists members with financial transactions through multiple channels within the Contact Center. Includes, but not limited to phone, follow up with partners, faxes and emails.
Assists members with general account maintenance and servicing accounts.
Handles complex requests, such as, but not limited to disputes, deceased member accounts, digital banking troubleshooting including lock & unlock of access.
Works with internal partners for advanced issues and complaint handling.
Effectively uses available resource materials and engages additional assistance as necessary to arrive at a resolution.
Ensures quick and appropriate responses to member requests and build deeper member relationships.
Provides exceptions on member accounts and requests per access levels for this position when appropriate.
Adheres to call quality requirements on each call or interaction set by Credit Union procedures.
Ensures adherence to Credit Union policies and Procedures.
Ensures effective and up-to-date documentation.
Adhering to the security requirements and verification.
Identifying and responding to red flags in an appropriate and throughout manner.
Maintains a working knowledge of the credit union’s products, services, data processing system, including accessing information on the web, knowledge base system and intranet.