Member Services Specialist - Service

First Harvest Credit Union•Deptford, NJ

2d•$21

About The Position

The Member Services Specialist - Service is responsible for delivering a world class experience to our members thru multiple mediums including, but not limited to, incoming phone calls, outbound phone calls, chat services, emails, etc. The Member Services Specialist - Service follows required policies and procedures to ensure that member inquiries are resolved as necessary while proactively seeking additional business from our members.

Requirements

High School Diploma or GED
At least one (1) year experience in a call center role, preferably at a financial institution
One (1) or more years of experience in a customer service role at a financial institution
Knowledge of credit union services, policies, procedures and banking regulations
Highly proficient in Microsoft Suite, Outlook and using the web
Excellent oral and written communication and interpersonal skills
Excellent customer service skills
Basic mathematical aptitude
Ability to multitask and work in a fast paced environment
Basic understanding of sales principles
Exhibits professionalism and remains poised during interactions with others that may involve escalated emotions
The physical demands require a person to remain seated for up to ten (10) hours per day and perform repetitive hand movements on a keyboard.

Nice To Haves

Associates Degree preferred
Prior sales experience, preferred
A $.50 premium may be added if the applicant is able to demonstrate a proficiency in both English & Spanish (oral & written).

Responsibilities

Responsible for handling all incoming calls while adhering to Leadership defined metrics.
Follows authentication procedures as required to verify and establish confirmation of members' identity during all phone calls.
Responsible for executing the following tasks on behalf of members: all financial and non-financial transactions, account research, subaccount openings/closings, decedent accounts, check withdrawals, transfers, wire and western union requests, account updates, stop payments, check orders, general inquiries, and all other credit union related functions.
Engages members in dialogue to obtain information regarding their financial needs and recommends the appropriate product or service based on those needs.
Meets established sales goals using various sales techniques while also meeting other Leadership defined metrics as applicable and as assigned.
Processes loan applications, sets up disbursement dates and assists with obtaining all required documents for loan closings as applicable and as assigned.
Conducts phone calls and follows up with written communication to all new and existing members, addressing any questions, and making members aware of credit union promotions and additional products and services.
Participates in outbound calling efforts to generate new opportunities for members financing needs as applicable.
Participates in available credit union self-development education programs and required compliance courses through self-study, online University, Lending Development Training, and the credit union's training department.
Adheres to the FHCU Service Standards as established.
Performs other duties or special projects as required or as assigned by a supervisor.

Benefits

Health, Dental, and Vision Insurance
Company Paid Short Term (STD) & Long Term Disability (LTD)
Company Paid Employee Basic Term Life Insurance
Voluntary Term Life Insurance for Spouse & Child(ren)
Critical Illness, Accident, and Hospital Indemnity Insurance
Health Care Flexible Spending Account (FSA)/ Health Savings Account (HAS): Pre-taxed funds available to pay for some health-related expenses
Tuition Reimbursement
Employee Discount on Loans, Travel, Tickets, and More!
401k Match of up to 5% + A Free Annual Retirement Planning Session
11 Paid Company Holidays
Up to 8 paid hours for community volunteerism
Full time employees accrue 40 hours of sick, 10 days of PTO, & 1 personal holiday annually.
PTO increases to 15 days after the 1st completed year!