Member Service Specialist - Hybrid
About The Position
Under direct supervision of the Supv, MCC Support and/or the MCC Team Manager, this position is responsible for performing duties related to service and sales production, acts as a financial advisor; and performs related work as assigned. This position will perform transactions that require accuracy and provide information in a timely manner. This position is based in the Member Contact Center. The role works within established guidelines to perform routine member service transactions. Successful performance of the work requires good knowledge of sales, service, policies and procedures, and basic financial analysis. Responsibilities include direct contact with Credit Union members and staff regarding inquiries, product offerings and lead generation.
Requirements
- Working PC knowledge, windows preferred.
- Knowledge of sales, customer service, and financial products and services.
- Good communication skill – both written and orally. Bi-lingual proficiency may be required.
- Good problem-solving skills.
- Capable of articulating financial concepts.
- Ability to read and interpret financial information.
- Be a contributor and team player.
- Ability to learn and apply new information and skills.
- Ability to work under intensive deadlines.
- High school diploma or general education degree (GED).
- Minimum one-year experience in customer service and cash handling; or equivalent combination of education and experience.
- PC knowledge, windows preferred and related applications.
- Excellent verbal communication skills.
- Proficient problem resolution skills.
- Attend a four-week training class - (Mandatory)
Nice To Haves
- One year of relevant professional-level work experience may be substituted for one year of required education.
Responsibilities
- Reports to work in a prompt manner in accordance with assigned schedules, complying with department and organizational attendance, and punctuality guidelines.
- Assist members and proactively uncover financial needs through referrals, products and services that will enhance the members' financial situation.
- Participates in the development of classroom training and floor meetings and shares best practices.
- Responsible for meeting and maintaining Quality Assurance goals while maintaining corporate and departmental goals.
- Accurately processes transactions e.g. disbursing funds, posting transfers, loan payments, stop payments, ACH/ATM/Debit Card disputes and placing travel notifications.
- Contributes to the department’s achievement of service quality scores and production goals.
- Maintains confidentiality of Credit Union and member records.
- Responsible for the attainment of assigned individual sales production goals and quality service goals.
- Ensures compliance on all loan requests within Credit Union and Federal Regulatory standards. Stays up to date on Credit Union policies and procedures including access to all assigned systems.
- Escalates urgent sales/service or system issues to appropriate area for resolution.
- Responsible for driving personal performance and metrics.
- Performs other duties including special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
