Member Care Representative

Job Description

Job Description

Position:

Member Care Representative

Department:

Member Services

Reports to:

Member Care Manager

Pay Grade/Level:

8

FLSA Status:

Non-Exempt

Position Summary

Performs routine data entry and administration for debit, credit. Performs efficient and accurate service to members over the phone including account maintenance, solving problems, and conducting loan interviews.

Duties and Functions Essential to the Successful Performance of the Job:

Management reserves the right to add or change duties listed.

Card Services Duties

· Establish and maintain appropriate files and records on member accounts.

· Process daily reports.

· Process new, lost/stolen and replacement debit cards, credit cards.

· Process debit card fraud disputes and rejected transactions.

· Print and distribute daily and monthly debit card, credit card.

· Perform administrative duties for debit and credit card programs.

· Provide internal customer service to co-workers.

Call Center Duties

· Professionally respond to routine inquiries from members regarding financial products and services.

· Accurately, promptly and efficiently perform routine to complex transactions per members' requests using the computer system.

· Identify, research, and resolve routine to moderately complex problems and inquiries.

· Identify and escalate priority issues.

· Promptly follow-up on member inquires not immediately resolved.

· Provide information on consumer loan products that best meet the member's needs.

· Provide members with product and service information.

· Route member calls to appropriate staff.

Miscellaneous

· Comply with all department and credit union policies and procedures.

· All other duties as assigned.

Minimum Job Requirements:

Education:

· High school diploma or general education degree (GED)

Experience:

· 2 years of customer service experience.

· Experience working in a financial institution (preferred).

· Previous call center experience (preferred).

Specific Skills:

· Ability to handle numerous projects simultaneously.

· Strong attention to details

· Excellent written and oral communication skills

· Ability to communicate courteously and professionally

· Excellent problem solver

· Comfortable in a sales & goal oriented environment

· Moderate PC proficiency

· Bilingual/Spanish a plus

· Work as a team player.

Specialized Knowledge, Licenses, Etc.:

· Demonstrated proficiency in the use of word processing and spreadsheet software. Demonstrated ability to efficiently use other PC based software.

· Knowledge of IRA rules and regulations.

· Knowledge of Keys Federal Credit Union's products and services.

Supervisory Responsibility, if any

None

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Keys Federal Credit Union expects that its employees will conduct themselves with the highest ethical standards. The Credit Union also expects its employees to conduct business in accordance with all Bank Secrecy Act, anti-money laundering and other regulatory laws. Information security and confidentiality of member information are of the utmost importance to the Credit Union. Employees shall not knowingly provide assistance to individuals who attempt to violate or avoid these laws or the Credit Union's policies.