MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union • Appleton, WI

8d • Onsite

About The Position

The Member Support Center Specialist I creates a positive first impression and builds strong member relationships while assisting members, potential members, and other departments through phone and electronic delivery channels. The position supports Fox Communities Credit Union’s mission, purpose, vision, and values while providing responsive, accurate, and courteous service.

The specialist handles account inquiries, resolves problems, maintains accounts, provides basic technical support for digital services, and performs monetary transactions. The role requires protecting member account confidentiality, understanding account access permissions, explaining information clearly, making sound service decisions, and maintaining knowledge of credit union policies and procedures. Specialists also educate members about relevant products and services and meet department service expectations, including phone metrics and quality standards.

Requirements

• Experience working in a fast-paced environment and ability to multitask.
• Basic technical support ability.
• Strong verbal and written communication skills.
• Ability to empathize with members and make decisions with minimal information.
• Ability to navigate multiple computer programs at one time, prioritize work, and multitask.
• Ability to maintain a continuous workload in a fast-paced environment.
• Effective time management and organizational skills.
• Attention to detail.

Nice To Haves

• One to three years of similar or related experience preferred.
• Fluent Spanish and English speaking and translation ability preferred.

Responsibilities

• Promote and uphold the Fox Mission, Purpose, Vision, and Values.
• Assist members with account inquiries, problem resolution, and account maintenance by phone, email, or other electronic channels.
• Answer calls courteously, promptly, and professionally.
• Provide information and direct members to appropriate credit union representatives.
• Protect account confidentiality by properly identifying callers.
• Understand account titles, roles, and designations to verify who is authorized to access account information and conduct transactions.
• Explain information clearly and avoid credit union jargon.
• Perform monetary transactions accurately.
• Make sound decisions about problem resolution and service charge refunds.
• Troubleshoot calls related to member accounts.
• Maintain knowledge of credit union policies, processes, and procedures.
• Educate members about products and services that meet their needs.
• Meet member service expectations and department goals, including phone metrics and quality standards supporting service levels.
• Provide basic technical support for the website, digital banking, and mobile app across mobile devices, tablets, desktop PCs, and Macs.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• 401(k) with Roth and Traditional options and company contributions, including a match
• Paid time off
• Caregiver leave
• Paid Volunteer Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed