Member Services Representative I

First Financial Federal Credit Union of Maryland•Glencoe, MD

3h•$22 - $28•Onsite

About The Position

Responsible for providing an exceptional member-centric experience by handling every potential, new, and existing member with patience, empathy, and enthusiasm. Offer members a comprehensive, all-in-one experience to meet their financial needs, covering education, services, and sales. This includes account opening, maintenance, and transaction processing, with an emphasis on consultative conversations to strengthen relationships and establish trust as a financial expert. Actively promote a variety of banking solutions to enhance a member’s service experience and achieve their financial goals.

Requirements

Maintain a professional and friendly demeanor, able to quickly build rapport with members across various communication channels, while ensuring confidentiality is always upheld.
Highly detail-oriented and service-driven, with strong listening, written, and verbal communication skills.
Capable of working both independently and as part of a team.
Proficient in navigating both new and existing credit union systems, essential for the daily responsibilities of the role.
One (1) or more years of customer service or sales experience, with Contact Center experience a plus.
High School Diploma or GED equivalent required.
Ability to obtain and maintain job-related certification if no job-related advanced degree.
Meet or exceed continuing professional education (CPE) requirements.

Nice To Haves

Proficiency in reading, writing, and speaking Spanish is a plus.
Industry experience may qualify candidates for hiring at an advanced level.

Responsibilities

Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels.
Use training and available resources to understand our services and products, effectively communicating features and benefits to members.
Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests.
Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor.
Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed.
Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required.
Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships.
Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience.
Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality.
Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns.
Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.)
Provide regular support to other credit union departments as needed.
Performs other related duties of similar scope and complexity as needed.
Adheres to regulations and organizational policies, maintaining awareness and knowledge required to perform the duties of the position including all aspects of the Bank Secrecy Act, Fair Lending, and Information Security.