Member Service Representative I

Ferguson FCU • Monticello, MS

22h • Onsite

About The Position

Under the direction of the Member Services Manager, this role is responsible for providing an excellent member experience by meeting members’ needs regarding financial and software inquiries via telephone, email, text, and chat. The position requires maintaining the highest level of both quality and service with every interaction and utilizing cross-sell opportunities when appropriate to introduce new products/services to members. The role also involves performing maintenance services such as account information changes, stop payments, check orders, membership card replacements, allotments, and direct deposit establishments, account closings, and research. Through these activities, the representative will provide service that exceeds members’ expectations by offering products/services to save time and money, offer convenience and peace of mind. Accurate completion of automated processing and documentation is also a key aspect of this role.

Requirements

• Equivalent to High School education with additional broad specialized training equivalent to 1 year college. Experience can be credited in lieu of education.
• 1-2 years sales experience with a financial institution products and services, including meeting sales goals for deposit, credit, and automated products.
• Knowledge of financial institution products, services and operations.
• Excellent skills in communication, customer service and sales.
• Very strong member/customer orientation.
• Ability to work independently and as part of a team, solve challenges.
• Demonstrate flexibility and eagerness to learn and embrace change.
• Ability to lift 50 pounds, stand or sit for long periods of time, use general office equipment such as telephone, computer, scanner, fax and printer.

Nice To Haves

• Continuing education a plus.

Responsibilities

• Provide members with information and answer questions regarding accounts, policies, services, and products.
• Identify members’ needs regarding loan service and generate referrals.
• Contact and receive communication from members via telephone, email, text, and chat.
• Resolve members’ inquiries regarding their accounts and/or credit union products and services.
• Respond to member inquiries regarding online access, bill payment, and funds transfers.
• Utilize account information to ask pertinent questions to assess member’s financial needs to offer the best products and services to cross-sell.
• Maintain up-to-date knowledge of all credit union products and services along with the benefits and features of each.
• Process transactions, including deposits, withdrawals, transfers, and payments.
• Perform maintenance service like account information changes, stop payments, check orders, membership card replacements, allotments, and direct deposit establishments, account closings, and research.
• Complete automated processing and documentation accurately.
• Offer ideas to improve member service, reduce operating expenses, and meet sales goals.

What This Job Offers

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