Call Center - Member Service Representative

Wings Credit Union•Tempe, AZ

15h•Onsite

About The Position

This role is part of a brand-new Call Center location in Tempe, AZ, where you’ll join the foundational team responsible for launching and shaping this exciting new site. As one of the first team members, you will have a unique opportunity to influence how the center operates—your ideas, feedback, and voice will directly impact our processes, member-service approach, and long-term strategy. The Member Service Rep will provide accurate information regarding member inquiries while actively cross-selling and educating members on Credit Union products and services. Outstanding service must be delivered while remaining professional, responsive, and encouraging. In addition, this role is responsible for understanding and complying with credit union policies/procedures and industry regulations while seeking to protect the assets of members and the credit union.

Requirements

High School Diploma/G.E.D. or equivalent, required.
6+ months experience in customer service, required.
Excellent customer service focus.
Understanding of typical products, offerings, and resources within the banking/credit union environment.
Proficient computer skills, including the ability to use Windows, Microsoft Word and Office.
Strong communication skills.
Organizational skills required.
Typing, computer, and ten-key required.

Nice To Haves

Previous inbound phone experience, preferred.
Previous sales experience, preferred.
Previous financial institution experience, preferred.
Symitar experience beneficial.

Responsibilities

Answer incoming calls from members, accurately answer inquiries and troubleshoot problems.
Verify members using the processes and procedures in place, minimizing fraudulent activity.
Identify and escalate priority issues.
Perform certificate maintenance and handle all online banking inquiries.
Resolve member concerns properly and provide solutions to avoid escalations in all areas of member service.
Actively listen and determine the product that best fits the member's needs.
Submit both consumer and business credit card applications.
Maintain knowledge and remain current in the position by taking a proactive approach with participating in on-going training, side by sides, quality control sessions, online BVS courses, and utilizing Outlook and Element on a daily basis resulting in the delivery of world class service to our members.
Remain cognizant of and adhere to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.