Member Services Representative I
About The Position
Provide multiple services to members via Contact Center channels in the areas of member services, teller transactions, and digital support. Assist members by telephone, online chat, or text; determine nature of the member's business and whether to transact the member's request or refer the member to the proper staff person. Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services. Responsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies. Assist members with loan payment issues, ACH setup and maintenance. Perform other member service and teller functions on a daily basis as needed. Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members. Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model. Make referrals when appropriate. Performance to meet Tier I Contact Center MSR production guidelines.
Requirements
- Working knowledge and delivery of the ENGAGE model.
- Working knowledge of laws and regulations affecting member service transactions.
- Working knowledge of the credit union's products and services.
- Working knowledge of organization's policies/procedures and credit union's service philosophy.
- Working knowledge of safety and security programs to include but not limited to information security, alarms, robberies, bomb threats and extortion.
- Working knowledge of credit union's in-house computer system, Internet, and any other software programs.
- Working knowledge of general ledger accounts pertinent to the department.
- Working knowledge of opening and closing procedures.
- A sighted person to effectively review documents.
- Ability to communicate verbally and in writing with staff, members and vendors.
- Ability to perform necessary computer-related input.
- Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others.
- Ability to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure.
- Ability to prepare and maintain confidential records and reports.
- Ability to produce a high volume of work in a timely manner that is accurate and of high quality.
- Ability to prioritize work.
- Ability to handle multiple tasks simultaneously.
- Ability to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions.
- Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances with minimal errors.
- Ability to serve members quickly and efficiently in a call center environment.
- Ability to use a rational and organized approach to completing tasks.
- Two-year college level of language, math and reasoning skills or equivalent experience.
Nice To Haves
- Zero to two years of relevant experience preferred.
- Formal training should be supplemented with continuing education.
Responsibilities
- Assist members by telephone, online chat, or text; determine nature of the member's business and whether to transact the member's request or refer the member to the proper staff person.
- Provide support to members regarding digital services to include online banking, mobile app, online bill pay, account to account transfers, and other digital services.
- Responsible for providing information, processing membership applications, performing account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies.
- Assist members with loan payment issues, ACH setup and maintenance.
- Perform other member service and teller functions on a daily basis as needed.
- Assist with lending maintenance functions for existing loans and provide necessary support with related inquiries from members.
- Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model.
- Make referrals when appropriate.
- Performance to meet Tier I Contact Center MSR production guidelines.
- Maintain account accuracy by working various reports, workflows, and projects as requested.
- Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the Member Service function.
- Perform other duties as may be assigned.
Benefits
- Onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
