Member Support Specialist - Inbound Calls

University Federal Credit Union • Buchanan, MI

20h

About The Position

The Member Support Specialist (identified in the description as a Member Service Advisor) reinforces and builds member relationships by responding efficiently to service requests and soliciting purchases of loan and deposit products. The role serves members through inbound and outbound phone calls and chats, aiming to exceed member expectations by matching Credit Union products and services to members’ needs and making lending decisions within established guidelines. The specialist diagnoses and resolves member problems and provides service support to staff.

Requirements

• High school diploma or equivalent.
• Proven customer service or sales experience.
• Excellent communication skills.
• Good business writing skills.
• Computer literacy and keyboarding skills.
• Analysis and resolution skills.
• Self-motivation and demonstrated sales skills.
• Knowledge of Credit Union products, services, and banking regulations.
• Ability and willingness to adapt to continual change.
• Ability to identify member and staff needs, exercise sound judgment, and make decisions quickly.
• Ability to work under pressure, solve problems, concentrate in a multitasking environment, and maintain a positive attitude when resolving member or staff issues.
• Required competencies: problem solving, dealing with ambiguity, time management, courage, drive for results, interpersonal savvy, customer focus, integrity and trust, self-development, and business acumen.

Responsibilities

• Provide product information and service support for member and staff inquiries through phone calls and chats; resolve problems promptly and maintain accounts.
• Sell and deliver Credit Union investment and convenience products and services.
• Provide accurate, complete, and consistent documentation.
• Maintain a high level of knowledge of Credit Union products and services.
• Participate in and contribute to training and team development.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED