MEMBER SUPPORT CENTER SPECIALIST I

Fox Communities Credit Union • Appleton, WI

8d • Onsite

About The Position

The Member Support Center Specialist I will create a positive first impression and establish strong member relationships while assisting members, potential members, and other departments with their requests by phone or electronic delivery channels.

Requirements

• Experience working in a fast-paced environment and with ability to multi-task.
• Basic technical support
• Strong verbal and written communication skills, ability to empathize with members and to make decisions with minimal information
• Ability to navigate throughout various programs on a computer at one time, prioritize work, and multitask
• Ability to assist members with basic technical support of our website, digital banking, and mobile app on multiple types of devices: mobile, tablet, desktop PC, Mac, etc.
• 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
• The ability to speak and translate fluent Spanish/Hmong and English is preferred.

Responsibilities

• Promoting and upholding the Fox Mission, Purpose, Vision, and Values
• Assisting members with account inquiries, problem resolution, and account maintenance on the phone, by email, or in writing via other electronic delivery channels
• Answering the phone in a courteous, timely, and professional manner
• Providing information and directing members to appropriate credit union representatives
• Protecting the confidentiality of our members’ accounts by properly identifying callers
• Understanding account titles, roles, and designations to properly identify parties authorized to access account information and perform transactions
• Explaining information in an easy-to-understand manner, avoiding credit union jargon
• Accurately performing monetary transactions
• Making sound decisions regarding problem resolution and service charge refunds
• Troubleshooting calls regarding member accounts
• Maintaining knowledge about credit union policies, processes, and procedures
• Educating members on products and services that meet their needs
• Adhering to goals and member service expectations, including key phone metrics and quality standards supporting department service levels

Benefits

• medical
• dental
• vision
• life
• short term and long-term disability insurance
• 401k (Roth and Traditional), which includes company contributions including 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