Member Care Center Service Specialist I

Job Description

Job Description

POSITION SUMMARY

The primary responsibility of this position is to provide quality member care by servicing internal and external members’ needs via telephone, mail, e-mail, fax, through the Member Care Center. Build long term relationships with internal and external members. Meet individual assigned referral goals and assist in meeting the goals of the Member Care Center and in turn the credit union. Partner with our member service team to meet our Service Objective, “Putting you first by providing solutions to improve your financial life!” as they assist in educating our members of products and services.

ESSENTIAL JOB FUNCTIONS

• Build long term relationships with members utilizing Member Value culture and Universal Behaviors.
• Responsible to provide prompt and accurate technical expertise related to systems, products, services, policies and procedures.
• Research and provide solutions to member requests, questions, service issues, problems and complaints. Handles all problematic situations that may arise with member accounts.
• Research and provide solutions to a need you may have uncovered with a referral of a product, service or business partner; Refer to MCSII, FSRII and FSRIII any uncovered opportunities to include and not limited to: lending, investments, mortgages, etc.
• Support member service staff on research regarding member accounts, procedures, and system functionality and provide direction on available reference manuals and training aids in accordance with FSFCU policies and procedures.
• Provides feedback of trends, escalated member issues etc.
• Provide financial counseling to members when necessary.
• Achieve assigned individual and contribute to team sales goals.
• Required to participate in First Source Federal Credit Union events as well as designated Community events.
• Required to attend or participate in necessary compliance training, including but not limited to Bank Secrecy, OFAC, and Privacy.
• Required to attend training sessions as appropriate.
• Required to travel as needed.
• Performs other duties as assigned.

UNIVERSAL BEHAVIORS

Knowledgeable and Experienced

• I promise to take personal ownership for learning and using that knowledge to provide value to those that I serve by:

• Looking for answers until I find them.
• Seeking opportunities to learn from others.
• Appreciating and respecting others views.
• Acknowledging mistakes and learning from them.
• Going out of my way to share my knowledge and experience.

Striving for Operational Consistencies

• I promise to make it easy for you through consistency, efficiency, and accuracy by:

• Doing it right the first time, being thorough and accurate.
• Taking pride and ownership in my work
• Making and keeping commitments.
• Continuing to look for better ways to do things and challenging the status quo.

Rewarding Work Environment

• I promise to show care, compassion, and respect toward everyone I interact with by:

• Being approachable and accessible to others.
• Creating a pleasant work environment for each other.
• Always asking what more I can do.
• Resolving differences promptly
• Recognizing the contributions of others.
• Embracing diversity in the workplace.

Committed to Member Service

• I promise to deliver exceptional member service by:

• Interacting with a natural and genuine friendliness.
• Being courteous and respectful.
• Creating a welcoming environment.
• Exceeding your expectations.
• Sharing the moment and finding common ground.

QUALIFICATIONS, SKILLS AND EXPERIENCE

• High School or equivalent plus 1-3 years work experience OR related business degree
• Strong communication and interpersonal skills
• Attention to detail.
• Strong computer aptitude
• A professional appearance
• Ability to work flexible hours including Saturday’s as needed.