Member Service Specialist

Credit Union of Texas•Allen, TX

20h

About The Position

The Member Service Specialist is meant to provide outstanding service to both internal and external members while answering calls and assisting members with their requests in a high-volume contact center. This includes being able to identify the financial needs of the member and recommend an appropriate CUTX solution. This position is meant to resolve members questions and concerns who need assistance with online banking, making payments, account review, and all other banking related requests.

Requirements

Ability to communicate clearly and courteously to members and co-workers via email and telephone.
Through knowledge of MS Office, including Excel and Word
Ability to effectively communicate via telephone and e-mail with members and employees
Must have an outgoing phone personality and good written communication skills
Knowledge of credit union policies and procedures
Ability to perform multiple tasks while maintaining a high overall standard of performance
Good judgment and discretion when dealing with sensitive topics
Able to interact with many people and multiple interruptions while staying on task
High school diploma or general education degree (GED)
Minimum one to two years of call center, customer service or related member services related member services experience.

Nice To Haves

Experience in a credit union, other financial institution preferred.

Responsibilities

Answer questions relating to CUTX products and services.
Assist members with their requests such as balance inquiries, account research, product knowledge, etc.
Assist members in accessing and understanding mobile features such as Mobile Banking, Online Banking, Remote Check Deposit, ATMs, etc.
Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, check orders, etc.
Resolve member complaints concerning handling of their accounts.
Obtain and communicate effective knowledge of the Credit Union’s products and services.
Respond to member requests to update accounts, including address, phone, email changes; adding and removing joint owners and/or beneficiaries; opening or closing additional accounts; ordering debit cards, etc.
May perform other duties as directed by the Member Services Contact Center Leadership to maintain credit union service and operations.
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
Reports to Member Services Team Lead/Supervisors.
Continued training and supervision are necessary.