Member Support Specialist - Inbound Calls

United Federal Credit Union • Saint Joseph, MI

2d

About The Position

The Member Service Advisor (MSA) Service Queue reinforces and builds member relationships by efficiently responding to service requests and soliciting purchases of loan and deposit products. Member contact is through inbound and outbound phone calls and chats. The role is responsible for exceeding member expectations by matching Credit Union products and services to members’ needs, making appropriate lending decisions within established guidelines, and diagnosing and solving members’ problems.

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, use good judgment, and make sound decisions quickly.
• Ability to work under pressure, concentrate in a multi-task environment, and maintain a positive attitude when resolving member and staff issues.
• Required competencies include problem solving, dealing with ambiguity, time management, demonstrating courage, drive for results, interpersonal savvy, customer focus, integrity and trust, self-development, and business acumen.
• Ability to stand and walk for brief periods, perform most work seated, manage potential eyestrain from computer-screen use, and talk and keyboard simultaneously.

Responsibilities

• Serve as the primary source of product information and service support for member and staff inquiries via phone and chat; provide timely problem resolution and account maintenance.
• Sell and deliver Credit Union investment and convenience products and services.
• Provide accurate, complete, and consistent documentation.
• Obtain and 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