MEMBER SUPPORT SPECIALIST I

Carolinas Telco Federal Credit Union•Charlotte, NC

17d

About The Position

As a Member Support Specialist, based out of our South Charlotte location, you will use your persuasive personality to make a positive impact on our members via phone, email and or cobrowsing. You will perform an extensive range of banking center activities, including but not limited to processing transactions, initiating disputes, act as an advisor to our members by educating them on the products and services available to fit their needs while contributing to the financial growth of the credit union.

Requirements

High school diploma or equivalent; Associate’s degree in banking or finance a plus
One or more years’ experience in sales, cross selling, customer service; preferable in banking or other financial industry
Experience with the daily use of multiple systems
Highly energetic, multi-tasker and strong verbal/written communication skills
Ability to adapt to & discuss complex digital tools and technologies
Goal driven, over achiever

Responsibilities

Achieving production standards (measured through handle time, number of calls, abandonment rate, cobrowse engagements, loan referrals, and quality audits.
Working independently prioritizing work to accurately complete daily assignments in support of the Credit Union goals
Offer solutions to resolve member concerns/needs while maintaining positive problem-solving skills
Uncover additional services that a member’s relationship will benefit from; cross sell these products and services
Upgrade phone calls to cobrowsing to assist member’s more effectively
Maintain accurate notations on all communications with our members, reviewing assignments, and ensuring member accounts are properly addressed.
Staying well versed on CTFCU procedures and policies by participating in continuing education programs; protecting our members by ensuring confidentiality, safety, and security of information
Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

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