Multi-Channel Member Support Specialist

Kinecta Federal Credit Union•El Segundo, CA

9d•$25 - $30

About The Position

The Multi-Channel Member Support Specialist primarily supports member inquiries and issues through chat, while also being proficient at assisting members across other communication channels. The role requires strong written communication and the ability to provide accurate, clear, and concise responses. Working with minimal supervision, the Advisor takes reasonable action to fulfill assigned responsibilities in accordance with Kinecta Federal Credit Union policies, procedures, and cost-effective practices. There are no direct supervisory responsibilities. The Specialist advocates for members, researches and resolves account issues, handles escalations, coordinates with credit union departments, and maintains clear communication and documentation. The position also supports member retention and growth by identifying financial needs and connecting members with appropriate products and services. The role contributes to service quality and production goals and requires maintaining confidentiality of member and credit union records. The work environment is generally favorable and typically sedentary, with occasional standing and walking. Scheduling days, hours, and work location may need to be flexible based on business needs. The position involves typical office conditions and requires the ability to sit, communicate in person and by telephone, operate standard office equipment, reach, and lift at least 10 pounds.

Requirements

Passion for superior member service.
Knowledge of financial industry policies, practices, regulations, and processes, including extensive knowledge of federal and state banking regulations.
Ability to professionally respond to and resolve inquiries across a wide variety of topics.
Strong attention to detail, organizational skills, and ability to multitask and work through several issues simultaneously.
Excellent verbal and written communication skills, including the ability to maintain detailed, clear notes and communicate effectively with members.
Deep understanding of Kinecta products and services to independently and proactively handle most issues presented.
Strong customer service and interpersonal skills.
Analytical skills to quickly understand complex problems and recommend solutions.
Ability to create exchanges and connect members with needed products and services.
Ability to recognize when to escalate issues and identify the appropriate credit union department for resolution.
Ability to use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.
Ability to work under intensive and competing deadlines and changing timelines.
Ability to establish and maintain effective working relationships with all levels of staff and management.
Ability to exercise sound judgment, plan effectively, remain organized, take initiative, and be flexible and cooperative.
Ability to maintain accuracy, timeliness, and confidentiality of member, employee, and company records.
Bachelor’s degree in Finance, Economics, Business Administration, or Accounting, or a combination of education and 1 to 3 years of experience; one year of relevant professional-level work experience may substitute for one year of required education.
Ability to sit, talk or hear in person and by telephone, use standard office equipment, reach with hands and arms, lift at least 10 pounds, and walk and stand as required.

Nice To Haves

Bachelor’s degree in Finance, Economics, Business Administration, or Accounting is highly preferred.
Knowledge of the credit union and financial services industry is preferred.

Responsibilities

Advocate for members and the TKX model by addressing concerns promptly and following through with members and employees who reported issues.
Build relationships with staff across functional areas to facilitate prompt resolution of member questions, issues, and complaints.
Participate as a subject matter expert in projects that may affect the front line and support policies and processes.
Analyze escalated urgent service, sales, or system issues and direct them to the appropriate area for resolution.
Research accounts and resolve member issues efficiently, following escalation protocols as needed.
Engage members proactively, ask probing questions to identify root causes, and set and co-create expectations.
Document and escalate member issues and concerns accurately.
Handle at least two simultaneous chats with 98% accuracy.
Maintain dialogue with members and keep them informed about progress and next steps while using systems and knowledge resources.
Share best practices and provide on-the-spot coaching to team members regarding service objectives and sales initiatives.
Support member retention and membership growth by identifying financial needs and referring members to relevant products and services.
Contribute to service quality and production goals.
Maintain confidentiality of credit union and member records.
Communicate with employees and members in a timely, accurate, and professional manner, both verbally and in writing.
Perform other duties and special projects as assigned.