Member Service Specialist - Branch Operations - East Texas

Credit Union of Texas•Kilgore, TX

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 members 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 with 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 institutions preferred.

Responsibilities

Answer questions relating to CUTX products and services.
Manage incoming calls in a timely and professional manner.
Assist members with account inquiries, and digital banking support.
Accurately complete member transactions such as transfers, loan payments, lease payments, credit card payments, check orders, etc.
Process basic transactions such as payments, transfers, card-related requests, disputes, etc.
Provide accurate information about products, services, rates, and policies.
De-escalate difficult situations with patience and critical thinking skills.
Adhere to service-level standards for call handling, quality, and accuracy.
Document all interactions thoroughly in the CRM or Core system.
Educate members on self-service resources to improve ease and speed of access.
Maintain a strong understanding of current promotions, products, and benefits.
Report any suspicious activity or potential fraud immediately.
Maintain confidentiality of all member information.
May perform other duties as directed by the Regional Sales Manager of East TX.
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
The responsibilities contained within this job description remain compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position.