Virtual Member Services Representative On-Site Role-Baytown, Tx

Community Resource Credit Union • Baytown, TX

8h • Onsite

About The Position

Offers and delivers an exceptional level of member service and serve as an advisor both to internal and external members via phone, email, mail, fax, instant messaging, and in person ensuring that their needs are exceeded with exceptional service. Actively identifies and cross-sells credit union products and services to ensure organizational and departmental goals are met. Assists members with their financial transactions, member service requests and provide accurate solutions to member's concerns; provide appropriate follow 'up, and assist members in identifying appropriate product and service solutions. Maintains Virtual Branch assigned levels of call center phone & service metrics, specifically call hold times, abandonment rate and queue hold times. Maintains a positive and professional workplace environment and work as a team member in completing departmental and organizational goals.

Requirements

• One year to three years of similar or related experience.
• A high school education or GED.
• Good telephone etiquette, verbal, and written communication skills are required.
• Demonstrates an understanding of, and follow the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance

Nice To Haves

• A significant level of trust and diplomacy, and confidentiality is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and /or is usually of a personal or sensitive nature. Work involves motivating and influencing others. The ability to manage difficult or emotional member situations.

Responsibilities

• Answers & return phone calls and responds to members in an appropriate time frame as outlined by the Virtual Branch Management Team.
• Assesses internal and external members needs regarding financial transactions and services, while adhering to internal controls, security and safety procedures.
• Identifies & Cross-Sells appropriate products and services and generates product and service referrals that are in the member’s best interests.
• Serves as a Mentor, providing guidance, feedback, and support to new employees during their training period as needed.
• Provides and maintains member security & confidentiality and identify potential fraud.
• Assists external & internal members with resolving member service issues in timely & appropriate manner and assists Virtual Branch Management with escalated member service or sales calls as needed.
• Troubleshoots and resolves member issues related to multiple remote channels (mobile app, internet, third party vendors) and services provided by the credit union.
• Performs other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees