Member Contact Center Specialist

Job Description

Job Description

The Member Contact Center Specialist serves as a primary liaison between members and the credit union, providing exceptional service and support through multiple communication channels, including telephone, video chat, online chat, active teller systems, and secure messaging. This position requires in-depth knowledge of the credit union’s products, services, policies, and procedures to effectively assist members, resolve concerns, and promote credit union offerings. Representatives must uphold the credit union’s commitment to service excellence, regulatory compliance, and member confidentiality.

RESPONSIBILITIES:

• Provide prompt, professional, and courteous service to members and prospective members via phone, video chat, online chat, active teller, or written correspondence.
• Ensure compliance with Bank Secrecy Act (BSA), OFAC, and USA Patriot Act, including Customer Identification Program (CIP) for new members, account activity monitoring, and reporting of suspicious activity.
• Research and resolve member inquiries, complaints, and routine account-related questions.
• Adhere to and promote professional appearance standards and the credit union’s dress code policy.
• Perform account transactions, including account verification, opening/closing accounts, processing stop payments, ordering debit/credit cards, and answering questions about share accounts, share drafts, debit/credit cards, and IRAs.
• Identify opportunities to cross-sell credit union products and services when appropriate to meet member needs.
• Complete and process deposit verification requests accurately and in a timely manner.
• Process mail payments and deposits; balance and verify transactions.
• Assist members with loan-related inquiries and basic lending information.
• Provide support for online and mobile banking services, including MarshLine, Net Banking, Eltropy, ITMs, and password resets.
• Process domestic and international wire transfers in compliance with policy.
• Distribute new member applications and informational materials via mail, fax, or email.
• Research member accounts to ensure accurate follow-up and satisfaction.
• Maintain strict confidentiality of member information and internal business matters.
• Foster a positive and cooperative attitude when interacting with members and coworkers.
• Perform duties in accordance with the credit union’s 'Commitment to Service Standards' policy.
• Process and approve daily mobile deposits, including verification and rejection notifications.
• Process daily ITM deposits, including verification, rejection notifications, and approvals.
• Assist with instant issue debit card processing, inventory, and mailing.
• Perform additional duties as assigned by management, including tasks outside the standard job scope.
• Community involvement and networking activities.
• This job description is not intended to be a comprehensive list of duties. The employee may be required to perform other duties as assigned by management, in alignment with the needs of the credit union.

QUALIFICATIONS:

• High school diploma or equivalent required; associate’s degree preferred.
• Minimum one (1) year of financial services, call center, or customer service experience preferred.
• Strong communication and active listening skills.
• Ability to multitask in a fast-paced environment.
• Proficiency with MS Office and core banking systems.
• Attention to detail and problem-solving ability.
• Commitment to confidentiality and professional ethics.

WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger/handle/feel, talk, and hear. The employee is frequently required to reach with hands and arms and is occasionally required to stand, walk, climb, balance, stoop, kneel, and crouch.

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually moderate.