Member Services Representative
About The Position
We are seeking an enthusiastic Member Services Representative to provide outstanding service and foster strong member relationships. This role involves answering general inquiries, performing account maintenance, and meeting/exceeding key critical metrics. You will research and resolve problems with urgency and take ownership of member concerns, ensuring timely follow-up and resolution. You will also identify opportunities to offer additional credit union products and services, generating referrals to deepen member relationships. A thorough understanding of credit union policies, procedures, and regulations is essential, and you will perform other duties as assigned.
Requirements
- Excellent customer service and communication skills.
- Minimum of a high school diploma; some college coursework preferred; degree highly desirable.
- 1+ year experience in call centre customer service.
- Proficiency with Microsoft Office software and standard office equipment.
- Familiarity and comfort with online systems and other technology.
- Ability to organise and prioritise multiple tasks.
- Courtesy, tact, and diplomacy with current and potential members, peers, and staff.
Nice To Haves
- Bilingual Spanish
- Ability to resolve requests with urgency and escalate timely.
- Promotes and participates in a cohesive team environment.
- Creative problem-solving skills while adhering to policies and regulations.
- Analyzes information and recommends operational improvements.
- Proficiency with call centre programmes desired.
Responsibilities
- Provide exceptional service to members through phone and email channels.
- Meet/exceed key critical metrics related to member service.
- Research and resolve member problems with urgency and under mentorship.
- Take ownership of member concerns and ensure timely follow-up and resolution.
- Offer additional credit union products and services to members.
- Maintain comprehensive knowledge of credit union policies, procedures, and regulations.
- Perform other duties as assigned.
Benefits
- Competitive pay
- Comprehensive medical, dental, vision, and life insurance benefits
- Paid time off
- 10 paid holidays
- 401(k) match
- Incentive programme
- Tuition assistance
- Student loan repayment options
- Commuter benefits
- Product discounts
- Paid time off for community engagement
- Rewards and recognition programmes
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
