Member Service Representative II - Contact Center Rep

Job Description

Job Description

Looking for a rewarding career where you can make a difference every day! As a Member Service Rep in the Contact Center, YOU will play an important role in assisting our members with banking transactions, account inquiries, new account openings, online banking services, and a variety of other financial needs. We're seeking friendly, service-oriented professionals who can confidently use technology and create positive member experiences, with 2+ years' previous work experience in a credit union, bank, or related financial institution. If this is you, apply today!

We have an additional opening for a Bi-lingual Spanish / English speaking Contact Center Rep as well!

Target Hiring Pay Range: $18.98 - $23.73 per hour

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays.

Purpose : The primary purpose of this position is to assist Atlanta Postal Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.”

The Member Service Representative II (MSRII) proactively engages in providing quality-driven member services to existing and potential members of the Credit Union. This includes, but not limited to, engaging members in dialogue to ensure timely processing of payment and transfer services, open new accounts, ensuring that product recommendations are aligned with member needs, and build positive relationships with members and peers. Depending on their assignment, the MSRII from time to time may perform all or a portion of the tasks listed herein but all incumbents are expected to be proficient in each task over time.

Essential Duties and Responsibilities: Other duties may be assigned.

1. Deliver outstanding service to both internal and external members that is in alignment with our Service Promises:
   1. I promise to be mindful of your time with fast, efficient, courteous, and friendly service.
   2. I promise to demonstrate integrity in all my interactions.
   3. I promise to always treat you with dignity and respect.
   4. I promise to work with fellow employees throughout the credit union to ensure you receive the best possible products, service, and solutions.
   5. I promise to safeguard the security and confidential nature of your financial information.
   6. I promise to greet you with a smile and thank you for your business when your transaction is completed.
   7. I promise to deliver on our mission to help you achieve financial success by providing exceptional products and service.
2. Provides service to members in a variety of settings including periodically being assigned to work at various APCU/CPCU locations due to long term absences, business needs, projects, or business continuity needs.
3. May serve as a lead teller
4. Processes a variety of member transactions including, but not limited to, visa payments, transfers, loan payments, deposits, U.S. Savings bond transactions, cash advances, etc.
5. May occasionally be required to complete transactions on a teller line or process pending online memberships or share applications submitted through the credit unions digital channels.
6. Completes a variety of service requests, clerical duties, and research associated with the resolution of member inquiries and concerns.
7. Facilitates the ability for the member to speak with internal business partners for resolution of inquiries and concerns that can’t be resolved by yourself.
8. Completes member relationship-building assignments, such as follow up calls, pre-determined member contact intervals, incentive announcements, and acknowledgement of important dates (birthdays, anniversaries, etc.).
9. Completes the opening of new member accounts and assist existing members with changes and updates on their accounts; Sets up share/loan allocations for accounts.
10. Engages in needs-based dialogue with members to fully understand the member’s financial needs.
11. Recommends and positions credit union products and services that meet the member’s needs.
12. Based on member needs, makes referrals to internal partners for product delivery
13. As required, completes outbound calls, and engages in member retention conversations.
14. As assigned, receives inbound calls in a call center environment and provides member services in accordance with all guidance, processes, and procedures of the call center.
15. Maintains up to date knowledge of all retail and account opening procedures; Follows all practices that have been put in place to mitigate fraudulent activity and unnecessary risks.
16. Maintains up to date product knowledge; has a full understanding of the features and benefits of the products and services offered by the credit union.
17. May be assigned to reactivate inactive or dormant accounts, engage in outbound audio or video calls to welcome new members to the credit union and engage in needs-based dialogue to suggest products or services based on the member’s goals or segmentation.
18. As needed or required, maintain/balance branch vault, open or close branch, balance ATM, prepare and verify currency or coin orders/shipments, process night deposits, balance cash drawer.
19. Complies with all aspects of BSA/AML and OFAC regulations as they relate to this position.
20. Other duties as assigned.

Supervisory Responsibilities: No direct reports. If serving in a designated lead role, may manage day-to-day task through indirect reporting relationships or through a matrixed management approach and the ability to collaboratively interact with internal and external partners.

Qualification Requirements : 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, skill and/pr ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED Education and/or Experience:

• Requires a level of knowledge normally gained with a high school diploma or equivalent
• 2 years transactional work experience in banking, financial services, or a credit union
• 10-Key calculator, typing and keying skills, and working knowledge of Microsoft Office software

PREFFERED Education and/or Experience:

• An Associate’s degree in Business Management, Business Administration, or related field of study or 2 years of additional specific work experience in lieu of degree
• 2 years specific member facing work experience within a Credit Union
• Prior experience completing transactions in Symitar, and Meridian Link
• Bilingual/ Spanish speaking

Physical Job Requirements:

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds.

APCU Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. APCU Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

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

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check , and satisfactory proof of your right to work in the U.S.