Senior Member Service Center Representative

Financial Resources Federal Credit Union Inc•Branchburg Township, NJ

5h•Hybrid

About The Position

Financial Resources Federal Credit Union (FRFCU) is looking for a Senior Member Service Center Representative to join our MSC team in making a difference in peoples’ lives. The Senior MSC Representative will be responsible for providing personalized banking services to members. Develop and maintain strong member relationships, assess needs, and sells Credit Union products and services. Ensures the highest level of quality service is provided to existing and potential members. This position involves extensive telephone interactions with members. In addition, this position assists the Member Service Center Manager and Assistant Manager in coordinating Call Center activities, staff activities, resources and direct involvement with member transactions to ensure professionalism, efficiency, and accuracy. We are looking for someone who exemplifies the following traits: Caring Initiative Ethics Job Knowledge Self-Development Teamwork Customer Service Decision Making Results Driven Product Expertise

Requirements

HS Diploma or GED equivalent
Minimum of 2 years of Customer Service experience in the financial services/sales/retail industry with prior Call Center experience preferred
Requires professional, well-developed interpersonal and teamwork skills necessary for communicating with members, callers and co-workers.
Requires typing/word processing skills
Demonstrated sales and service skills required
Exceptional product and procedural knowledge
Excellent organizational, verbal and written communication skills.
Familiarity with PC

Responsibilities

Serve membership by providing service and information in a pleasant, efficient manner via telephone, mail, and other correspondence, including:
Researching and solving member questions, problems, and complaints concerning Credit Union accounts
Responding to e-mail received via iBanking
Account verifications
Cross-selling Credit Union services by assessing member’s needs to increase the product relationship with the member.
Ordering debit cards, ATM cards, check copies, and statements when requested
Processing wire transfer requests
Performing stop payments on share draft checks
Completing fulfillment documents for closed sales and member service requests
Processing various transactions on member accounts
Meet call monitoring quality objectives to include professionalism, efficiency, and accuracy.
Demonstrate a high level of courtesy and efficiency with members by applying the “Guiding Principles.”
Ensure quality service is provided by adhering to the Service Level Commitments established for the department.
Responsible for maintaining and adherence to scheduled breaks and lunches for the purpose of maintaining the call centers capacity plan and service levels.
Responsible for meeting individual sales goals and assist the MSC in meeting its assigned sales goals.
Open accounts, accept consumer loan applications, real estate secured loan applications only if registered as a Mortgage Loan Originator (MLO), and conduct loan closings.
Make outbound calls to assist in meeting sales goals and meeting member needs.
Understand and utilize alternative delivery channels. Offer channels (branch, phone, ATM, on-line, mobile) to meet the members changing banking needs.
Utilize technology for lead generation, profiling, and consultative selling to enhance relationships.
Assist in the collection efforts for overdrawn accounts in accordance with established written procedures.
Provide assistance to Member Service Center Representatives on complex, unique, and sensitive issues.
Assist Assistant Manager in completing the monthly CAP Audits.
Serve as a back-up to the Virtual Banking Specialists by assisting members with account transactions and requests received via the Interactive Teller Machine.
Act in a Supervisory capacity during the opening, closing, or Saturday shifts when the Manager and Supervisor are not scheduled or unavailable

Benefits

Work Life Balance Programs that includes a 4 Day Work Week and Hybrid work environment after satisfactory completion of your training period
A competitive salary
Generous paid time off
Health, dental and vision plans for employees and their families
Health Savings and Flex Spending Accounts
Paid Parental Leave Programs
Short and Long-Term Disability Programs
Company provided life insurance and low-cost supplemental insurance plans
401K with 100% employer match, up to 6%, after one year and potential for additional profit-sharing contributions
Paid volunteer days
Opportunities for career advancement with continuous learning and development
Tuition reimbursement