Member Support Representative

Partners 1st Federal Credit Union•Fort Wayne, IN

3h•Hybrid

About The Position

Partners 1st Federal Credit Union will provide U with a competitive salary, paid illness, personal time, vacation, holidays, medical/dental/vision/life insurance, generous 401(k) retirement plan with company matches, tuition reimbursement, weekly pay, and a professional and fun office working environment. Are U willing to provide our members with your enthusiasm for service, integrity to become their trusted financial partner, create and support quality teamwork among staff and able to apply your knowledge, skills and experience with member service and problem solving to accomplish important and meaningful work. This position is for you if you have prior call center and bank or credit union experience, are a hardworking and organized multi-tasker that can handle fast-paced, sometimes stressful environments, and can work at our Directors Row location in Fort Wayne, IN, full-time, 37.50 hrs/wk with a schedule of: Mon-Fri: 10:00am-6:00pm with rotating Saturdays: 9:00am-12:00pm The need to be flexible to assist the team is critical for this role and there is the potential for mandatory overtime. Role Provides direct support services (products or resources) to verified members and staff to assist, research, and/or resolve their needs at hand in a timely manner. Works closely with other departments to handle member related items and accurately communicate the resolution(s) or proper information.

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.
This position has the ability to do work remotely. Must follow remote work agreement.
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.

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.
This role requires behaviors and actions that reflect the credit union's culture, mission, and core values through exceptional service that supports both employees and members. A strong commitment to service excellence and member-focused solutions is essential to the success of this position and the credit union.