Member Service Representative - Travel

Job Title

Location: 11228 Ardrey Kell Road Charlotte, NC 28277

Job Grade: 7

Primary Functions:

• Responsible for providing first point-of-contact service to address customer inquiries and/or concerns in a timely and professional manner.
• Recognize and enthusiastically act upon opportunities to expand customer relationships.
• Ensure the quality of all interactions is consistent with enhancing the customer experience and relationships with others.
• Must possess/demonstrate the flexibility to report to any branch location and perform any non-management branch role as business needs dictate.

Responsibilities:

• Exhibit a thorough knowledge of the credit union's products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account-related questions from customers.
• Enthusiastically respond to all inquiries, either in person/phone or other means, to identify and handle customer's requests pertaining to the account(s) in accordance with the credit union's service expectations. Resolve customer inquiries and/or concerns timely, completely, accurately, and professionally.
• Thoroughly evaluate relationships to make recommendations or provide solutions that benefit and enhance the overall customer experience or improve their financial stability.
• When performing in a teller capacity, demonstrate cash handling accuracy and efficiency in the role while providing recommendations to better serve the customer's needs.
• Open all types of new accounts, cross sell credit union products and services, and add new relationships to existing accounts based on the customer's needs.
• Demonstrate daily practices that encourage teamwork, openness to learning new processes/methods and promote a positive work environment. Consistently be courteous and professional.
• Be vocal in your support of your team's efforts to exceed customer expectations.
• Maintain the integrity and privacy of all customer records in a confidential manner.
• Identify and recommend process improvements or new products based on customer interactions to enhance the customer's experience and improve retention.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Process loans within current lending policy guidelines. Set up and disburse approved loans. Complete all other loan-related tasks as required and within established timeframes.
• Remain abreast of changes in credit union policies, procedures, as well as consumer lending practices and willingly share knowledge with others.
• Be open to learning new processes/methods and take the initiative to apply them to the job.
• Perform job duties in accordance with the Credit Union's values, mission and vision.
• Perform other various duties as assigned.

Minimum Requirements:

• Two years' experience with complex financial service-related requests or commensurate experience.
• Proven ability to demonstrate thorough knowledge of Credit Union products, services, and external systems.
• A demonstrable record in providing excellent service to customers.
• Success-oriented individual with a friendly and persuasive personality.
• Strong computer skills with ability to quickly learn new processes/systems.
• Must possess reliable transportation and the flexibility to report to any branch location and perform any non-management branch role as business needs dictate.