Member Service Representative

PENAIR CREDIT UNION•Pensacola, FL

2d•Hybrid

About The Position

Member Service Representatives are dedicated to enhancing the financial success of members by providing products and solutions, exceptional member service, and resolving member questions and concerns in a call center environment. Effectively uncovers member needs and offers appropriate recommendations.

Requirements

Experience: A minimum of one year up to three years of similar or related experience, including preparatory experience
Education/Certifications/Licenses: A high school degree or equivalent
Interpersonal Skills: A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.
Other Skills: Ability to change focus efficiently in a fast-paced environment, ability to manage multiple priorities, ability to conduct a needs-based dialogue, ability to use multiple applications on a computer simultaneously, ability to utilize knowledge and resources to effectively problem solve and make sound decisions, willingness to learn and engage in ongoing training and professional development, strong member service focus, strong attention to detail and accuracy, strong communication skills both written and verbal.

Responsibilities

Accurately completes a wide variety of member requests and assists members in the servicing of their account by phone, co-browsing, chat, or video. Conducts all member service functions including opening consumer accounts, account maintenance, and wires.
Uncovers existing and potential members’ needs and recommend solutions to improve their financial well using a sales through service consultative approach. Recognizes opportunities and refers members to internal business partners for specialized services including investments, mortgage, or commercial lending.
Proactively educates members on emerging and existing self-serve technology and digital solutions such as mobile/online banking, bill pay, remote deposit capture and ITM services.
Ensures appropriate records are maintained. Performs department specific functions as needed, including but not limited to, basic file maintenance.
Performs other job-related duties as assigned.