Contact Center - Member Engagement Specialist (Part-Time)

Job Description

Job Description

• Part Time - 20 Hours Per Week
• Monday through Saturday Availability Required
• Work From Home Eligible (Hybrid/Rotating Schedule) After 1 Year

Role:  Assist members, potential members and other associates with requests; explain services and responds to issues through multiple traditional and digital engagement channels. Responsible for performing routine account transactions, cross-selling various products and services in order to fulfill the member's financial needs, researching and resolving member account questions and concerns. Ensures a high level of member satisfaction is delivered professionally, accurately, with high quality, optimal member service and integrity. Routinely demonstrate exceptional member service and consistently meet or exceed referral/sales goals.

This position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in
accordance with the credit union's Remote Work policy.

Essential Functions & Responsibilities:

E - 45% Through comprehensive credit union knowledge, performs routine member transactions and answers questions about products and services through multiple engagement channels.
E - 30% Researches and resolves member account questions and concerns. Provides follow up as needed.
E - 15% Explains services to members and potential members to generate additional business and promote a positive relationship.
E - 5% Answers questions and provides information on deposit and loan related products while supporting the Member Solutions Specialist as necessary.
N - 5% Performs other duties as assigned.

Performance Measurements:

1. Provides courteous, prompt, professional and accurate service and support to all members and associates through all traditional and digital engagement channels (e.g. Phone, audio, chat, video and email).
2. Provides service and information in an efficient and effective manner, including but not limited to; researching and resolving member questions, problems and concerns; performing routine transactions such as transfer of funds, establishing/maintaining direct deposits and payroll distributions, ordering checks, VISA credit card and check maintenance and wire transfers; verifying account balances and providing loan pay-offs; and opening new accounts and providing required disclosures.
3. Determines the member's needs by asking questions, promoting and cross-selling products and services offered by the credit union based on those needs.
4. Resolves internal and external member questions, researches account inquiries and troubleshoots and replies to inquiries in a timely, friendly and accurate manner. Completes additional follow up as needed.
5. Answers questions and provides information on deposit and loan related products while supporting the Member Solutions Specialist as necessary.
6. Contribute to achievement of departmental Key Performance Indicators, sales and service goals.
7. Treats all credit union members, associates and employees with a positive and cooperative attitude.
8. Fosters an atmosphere of cooperation and collaboration among employees across all departments.
9. Develops and maintains comprehensive knowledge of all credit union products, account structures and fees. Maintains knowledge of all relevant policies, procedures and guidelines set forth by the credit union, e.g. Security; Bank Secrecy Act; Identity Theft and Red Flags; Check Cashing and Holds; Confidentiality; etc.
10. Performs other duties as assigned.

Knowledge, Skills and Abilities:

Experience

• Requires a minimum of one to three years of similar or related experience.

Education

• Requires a high school education or GED.

Other Skills

• Requires well developed interpersonal skills for communicating with members.

• Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)

• Requires good organizational skills.

• Requires an in depth knowledge of credit union systems, including and not limited to core processing system, telephone equipment, email system and other systems supporting member service.

Physical Requirements

• Involves sitting most of the time. Walking and standing are required occasionally.
• Requires the expression or exchanging of ideas by means of the spoken word to communicate with members using the telephone.
• Requires the ability to perceive the nature of sounds at normal speaking levels with or without correction, and have the ability to receive detailed information through oral communication, including making fine discriminations in sound.
• Repetitive finger movements to perform typing or otherwise working with paper files and documents.
• Requires close visual acuity to prepare and analyze data and figures; view a computer terminal; read; and assess work quality.

Work Environment

• Not substantially exposed to adverse environmental conditions.
• State of Pennsylvania residency required.
• Position is eligible for a hybrid work from home schedule, as set and approved by the positions manager in accordance with the credit union's Remote Work policy. In order to be approved to work from home, a cable modem or fiber internet connection is required which must have minimum service speed of 10M download / 2M upload, with less than 1% packet loss. Internet service and modem are the employee's expense.

Due to the nature of this role within a financial institution, candidates must be bondable in accordance with the Credit Union’s bonding requirements and successfully complete all pre-employment requirements, including a background check and drug screening.

Candidates must also be legally authorized to work in the United States without sponsorship.

Service 1st Federal Credit Union provides equal opportunity without regard to sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law in employment and in our business activities.

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