Member Service Representative

CommunityAmerica Credit Union•Lenexa, KS

28d

About The Position

The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.

Requirements

High school diploma or equivalent.
One (1) year of experience in a financial institution or customer service position.
Ability to function and thrive in a high-volume, high production environment.
Ability to multi-task and adapt to change with systems, processes, and procedures.
Ability to work effectively individually and within a team environment.
A self-motivated individual driven by goals.
Ability to maintain a high level of confidentiality.
Effective conflict resolution and communication skills
Ability to adhere to a daily schedule to meet the needs of our members.
Must be able to be bonded.

Nice To Haves

Associate or bachelor’s degree.
Knowledge of credit union services and products.

Responsibilities

Determine member needs and educate them on appropriate beneficial products and services.
Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
Process account transactions accurately at the request of the member.
Research member questions and accurately communicate the resolution or process to resolve.
Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
Advocate, promote and create honest and open communication throughout the credit union.
Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.