Member Service Representative

WEOKIE Federal Credit Union • Oklahoma City, OK

11d • Remote

About The Position

Member Service Representatives (MSRs) provide exceptional service and valuable solutions via remote delivery channels such as telephone, chat, online messages, e-mail, and web. MSRs accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members, encouraging members to choose the Credit Union as their primary financial services provider by proactively building relationships. MSRs comply with applicable policies and procedures; adhere to optimized schedule while exceeding call center monitoring expectations. MSRs proactively suggest appropriate products and services to educate members and potential members to manage their financial needs and provide information about WEOKIE Federal Credit Union’s mission and vision.

Requirements

• Must have a High School Diploma or equivalent.
• Must be able to learn and apply a variety of software applications.
• Must have accurate keyboarding skills.
• Must be able to listen, discern, and solve problems.
• Must be able to show empathy and recognize your emotions and those of others to guide your behavior and make moral, valued decisions.
• Excellent member service, phone etiquette and communication (written and verbal).
• Prior experience in a retail service environment.

Nice To Haves

• Some post-secondary education is preferred.
• Some call center and member service experience is preferred.

Responsibilities

• Provide exceptional member service by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards. Proactively recommend credit union products and services-including referrals to other lines of business, and accurately address members’ service needs. Increase member engagement and use of the cooperative by educating members on ease of use and convenience services.
• Protect and verify identity of caller, and accurately review account information for alerts and account irregularities. Mitigate risk by taking action and responding to situations/patterns of activity indicating potential fraud or abuse.
• Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.
• Accurately respond to member account inquiries and process transactions. Transactions include, but are not limited to: processing payments, withdrawals in the form of cashier checks, wire transfers, and processing internal transfers. Accurately perform maintenance on members’ accounts as required.
• Ask open-ended questions to uncover member’s expressed or unexpressed needs to recommend suitable deposit account and loan products. Proactively look for opportunities to refer products/services that fit our members’ financial needs.
• Actively listen to fully understand members’ needs. Resolve escalated member concerns while achieving first call resolution expectations which may require research, follow-up, and/or return calls. Assist members and potential members with questions regarding WFCU products and services as well as resolve members’ complaints. Analyze, research, and resolve problems and discrepancies related to a member’s account or loan.
• Perform miscellaneous duties as required.

What This Job Offers

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