Member Contact Specialist I Gulfport 5225

Member Contact Specialist I

Join the Keesler Federal Credit Union team! Keesler Federal Credit Union team members enjoy competitive salaries and a wide range of benefits, some of which include:

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long Term Disability Benefits
• Employee Assistance Program

We currently do not sponsor work related visas.

Department: Contact Center

Reports to: Member Contact Center Team Lead

FLSA: Non-Exempt

Summary:

Under general supervision, but following established policies and procedures, is responsible for providing a variety of account services as a result of member inquiries or requests in a fast paced environment. Provides exceptional member service while processing financial transactions and answering member account and service inquiries over the telephone in a timely, accurate, professional and courteous manner.

Supervision Responsibilities:

None

Essential Functions:

• Demonstrates the ability to communicate effectively and professionally, to provide quality service to members as well as internal team members.
• Ensures confidentiality and protection of member information.
• Following credit union policies and procedures, properly identifies members (including account ownership) for whom they are conducting transactions or providing account information.
• Performs file maintenance, account changes, and other non-cash transactions. Provides balance inquiries, loan, credit card and account history, and general account, loan and credit card information upon member's request.
• Accepts member requests for wire transfers and Speed Pay transactions within established limitations. Performs various account transactions per the member's request within established guidelines; including but not limited to, loan payments, deposits, withdrawals, and credit cards payments.
• Resolves various member disputes, concerns, and requests within scope of authority.
• Effectively escalates member disputes or issues through chain of command when necessary.
• Performs limited account research upon member's request or utilizes the Synapsys CRM to create the applicable service event.
• Maintains up-to-date knowledge on all KFCU products and services.
• Meets established service and production goals for the contact center.
• Effectively uses the Synapsys CRM to create and manage sales, referrals, and service events for members within Service Commitment timelines.
• Responsible for compliance with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and all credit union policies and procedures.
• Utilizes The Member Advantage AID.INC system to identify potential member (internal or external) service needs which can be met through the sale of credit union products and services, or adherence to the department's policy and procedures.

Other Duties and Responsibilities:

• May assist team members from the branches/departments with member service issues or requests.
• Responsible for satisfactory completion of any training or certification as needed or required to maintain quality member service.
• Travel to and work at alternate work locations may, at times, be required.

Knowledge & Skills:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: A high school education or GED.

Experience and Other Requirements:

• One year to three years of similar or related experience.
• Excellent oral and written communication skills required.
• Satisfactory completion of New Hire Orientation, New Accounts, Teller, and Lending Training through the HR/Training Department required.
• Good typing/keyboarding skills required.
• Accuracy and attention to detail required.
• Punctuality and attendance are critical to this position.
• Ability to multitask in a fast-paced environment while prioritizing and organizing workload required.
• Must possess a pleasant, distinct voice that reflects an enthusiastic, helpful attitude.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Computer Skills:

• Experience with office equipment such as calculators, fax machines and copiers required.
• Experience with Symitar financial institution software preferred.

Certificates, Licenses and Registrations:

• Completion of CUNA's CPD Online courses as assigned and/or required.
• Completion of Integrity TMA training required within one year of hire date.

Physical Demands:

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the CCR is regularly required to sit for extended periods of time. Average, ordinary, visual acuity necessary to prepare documents or operate machinery, computers. Must be able to hear average or normal conversations and receive ordinary information. Movements frequently and regularly require the use of arms, wrist, hands and fingers. The employee is occasionally required to stand, walk and occasionally lift up to approximately 25 pounds. Employee is regularly required to use a telephone headset or handset.

Work Environment:

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level is that of a normal office environment.

Declaration:

The Human Resources Department retains the sole rights and discretion to make change to this job description.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.