Member Support Representative

Partners 1st Federal Credit Union•Fort Wayne, IN

3d•Hybrid

About The Position

Partners 1st Federal Credit Union is seeking a Member Support Representative to provide direct support services to verified members and staff. This role involves assisting, researching, and resolving member needs in a timely manner, and collaborating with other departments to communicate resolutions and information accurately. The ideal candidate will be enthusiastic about service, possess integrity, foster teamwork, and apply their knowledge and skills to member service and problem-solving.

Requirements

Six months to two years of similar or related experience, including time spent in preparatory positions.
High school degree or GED required.
Courtesy, tact, and diplomacy are essential elements of the job.
Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
Must be capable of climbing / descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
Must be able to work extended hours whenever required or requested by management.
Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities.
Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
Must be able to read and carry out various written instructions and follow oral instructions.
Must be able to speak clearly and deliver information in a logical and understandable sequence.
Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
Must be able to effectively handle multiple, simultaneous, and changing priorities.
Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Nice To Haves

Prior call center experience
Prior bank or credit union experience
Hardworking and organized multi-tasker
Ability to handle fast-paced, sometimes stressful environments
Ability to work remotely and follow remote work agreement

Responsibilities

Respond to correspondence, determine the needs of the verified member/staff while minimizing time in resolving their concern.
Assist members/staff in setting up enrollments and understanding the processes including online banking.
Perform teller functions for members/staff (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member's/staff's needs are addressed in a polite and friendly manner.
Identify products/services that might be beneficial to members/staff and provides information about their value and benefit.
Provide support and assistance to other departments and branches when requested.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Reflect the credit union's culture, mission, and core values through exceptional service that supports both employees and members.
Demonstrate a strong commitment to service excellence and member-focused solutions.