Member Contact Specialist

Job Description

Job Description

TITLE: Member Contact Specialist

DEPT:   Operations

REPORTS TO: Operations Supervisor

ROLE:

The primary function of this position is to assist our members by determining which department will best serve their needs. 

This associate will often be the initial contact for most members within the branch. Communicate effectively with prospective and existing members in a positive and professional manner. Provide product and service information to prospective and existing members. Assist members by providing information and answering questions about the credit union, services, and the requirements for eligibility. Provide assistance and support to other members of the service team in order to maintain the credit union’s service initiative. Assist with community outreach programs and perform other duties as required for the efficient operation of the department.

 

JOB DUTIES AND RESPONSIBILITIES:

• Responsible for delivering a high level of member service to internal and external members in accordance with the credit union’s service initiative.
• Warmly greet and welcome all members as they enter the branch.
• Provide information concerning credit union service and policies and refer members to the appropriate specialist in order to meet the member’s needs.
• Act as a liaison between the member and the department they will work with.
• Assist marketing, lending, and operations in the completion of daily tasks (as assigned).
• Will be responsible for disseminating Xtend trackers, Member Reach e-mails, overnight phone messages, incoming faxes, online questions and mail to the appropriate department.
• Has a working knowledge of the services and products the credit union offers.
• Compliance with security regulations, detect and respond to account flags.
• Maintain and manage wait times in the lobby by optimizing the sign in process and ensuring the member’s needs are met in a reasonable timeframe.
• Rotate in the member services area as needed.
• Perform account & member maintenance as necessary.
• Assist in meeting and exceeding individual, team, and credit union goals.
• Stock all marketing displays
• Serve as a back-up for other departments as necessary and cross train employees in accordance with credit union policies and procedures.
• Keeping informed about credit union promotions and programs.

 

EXPECTATIONS:

  To provide friendly, prompt, professional, and accurate service and support to all members and co-workers.

1. To maintain knowledge of financial services offered by the Credit Union
2. To maintain a professional work environment and businesslike appearance.
3. To adhere to company policy regarding attendance and punctuality.
4. To participate as a team member in the department.
5. Position may be scheduled up to 40 hours per week. Hours and schedule will be determined by department supervisor.
6. Must be able to meet the company requirements and standards as they pertain to accuracy and continuing regulatory knowledge.

 

QUALIFICATIONS AND POSITION REQUIREMENTS:

Experience: Six months to one year related experience; one year or more of customer service.

Education: A high school education or GED

Interpersonal Skills: Must have a pleasant personality with the ability to communicate effectively through various channels; the ability to get along with co-workers and members; must be dependable and punctual; must be able to retain confidential information and make mature and professional decisions based on knowledge of Credit Union policies and procedures. 

Other Skills: Must possess the ability to clearly and effectively express ideas and thoughts, via written or spoken methods; basic reading, arithmetic, and clerical skills; maintain a working knowledge of credit union products and services; must possess a “service” attitude and be willing to accept direction, new ideas, and adapt to change; must be able to demonstrate active problem solving skills with a focus on service.

Company Description

A little lady with a big dream began a legacy that has lasted for 75 years. With the support of Harris County officials and others, Thelma Joyce Alsup—a hard-working employee in the sheriff’s department—established Harris County Federal Credit Union in 1951 with the commitment of providing affordable loans for all County employees.

Today, HCFCU serves members throughout Harris County with a full spectrum of financial solutions including checking accounts, savings accounts, investments and, of course, competitive lending solutions.

Company Description

A little lady with a big dream began a legacy that has lasted for 75 years. With the support of Harris County officials and others, Thelma Joyce Alsup—a hard-working employee in the sheriff’s department—established Harris County Federal Credit Union in 1951 with the commitment of providing affordable loans for all County employees. \r\n\r\nToday, HCFCU serves members throughout Harris County with a full spectrum of financial solutions including checking accounts, savings accounts, investments and, of course, competitive lending solutions.