Member Service Specialist - Hybrid

Job Description

Job Description

GENERAL SUMMARY:

Under direct supervision of the Supv, MCC Support and/or the MCC Team Manager, this position is responsible for performing duties related to service and sales production, acts as a financial advisor; and performs related work as assigned. This position will perform transactions that require accuracy and provide information in a timely manner. 

 

NATURE AND SCOPE OF POSITION:

This position is based in the Member Contact Center. The role works within established guidelines to perform routine member service transactions. Successful performance of the work requires good knowledge of sales, service, policies and procedures, and basic financial analysis. Responsibilities include direct contact with Credit Union members and staff regarding inquiries, product offerings and lead generation.

 

SUPERVISORY RESPONSIBILITIES:

There are no supervisory responsibilities but may be expected to take the lead on assigned projects and may oversee the work of others working on assigned projects.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Reports to work in a prompt manner in accordance with assigned schedules, complying with department and organizational attendance, and punctuality guidelines.
• Assist members and proactively uncover financial needs through referrals, products and services that will enhance the members' financial situation.
• Participates in the development of classroom training and floor meetings and shares best practices.
• Responsible for meeting and maintaining Quality Assurance goals while maintaining corporate and departmental goals.
• Accurately processes transactions e.g. disbursing funds, posting transfers, loan payments, stop payments, ACH/ATM/Debit Card disputes and placing travel notifications.
• Contributes to the department’s achievement of service quality scores and production goals.
• Maintains confidentiality of Credit Union and member records.
• Responsible for the attainment of assigned individual sales production goals and quality service goals.
• Ensures compliance on all loan requests within Credit Union and Federal Regulatory standards. Stays up to date on Credit Union policies and procedures including access to all assigned systems.
• Escalates urgent sales/service or system issues to appropriate area for resolution.
• Responsible for driving personal performance and metrics.

 

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performs other duties including special projects as assigned.

 

MINIMUM QUALIFICATIONS

Knowledge, Skills and Abilities:

• Working PC knowledge, windows preferred. 
• Knowledge of sales, customer service, and financial products and services.
• Good communication skill – both written and orally. Bi-lingual proficiency may be required. 
• Good problem-solving skills.
• Capable of articulating financial concepts.
• Ability to read and interpret financial information.
• Be a contributor and team player.
• Ability to learn and apply new information and skills.
• Ability to work under intensive deadlines.

Education, Training and Experience:

Potential candidates for this position must meet the following requirements:

• High school diploma or general education degree (GED). 
• Minimum one-year experience in customer service and cash handling; or equivalent combination of education and experience. 
• PC knowledge, windows preferred and related applications. 
• Excellent verbal communication skills.
• Proficient problem resolution skills. 
• Attend an eight-week paid training class - (Mandatory) 

 

One year of relevant professional-level work experience may be substituted for one year of required education.

 

WORKING CONDITIONS:

• The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc. 
• The job may require flexibility with regards to scheduling days, hours, and work location, depending on business needs. 
• The job is typically sedentary but may require standing and walking up to 35% of the work time to transfer files, ask questions, and related activities.

PHYSICAL ABILITIES, MENTAL DEMANDS, AND WORK ENVIRONMENT

Must be able to exercise sound judgment, effectively plan and be well organized, have excellent oral and written communications skills, work well under changing timelines, take the initiative and be flexible and cooperative. Accuracy, timeliness and maintaining confidentiality related to member, employee information and company records is required.

 

While performing the job duties of this position, the employee is regularly required to sit; talk or hear in person and by telephone; use hands to operate standard office equipment; reach with hands and arms; lift minimum 10 lbs.

 

The employee is frequently required to walk and stand. Vision abilities required by this job include close vision and the ability to adjust focus to read and operate office equipment, as necessary. The employee works under typical office conditions and noise levels. 

 

Disclaimer:

The above information on this 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.