Member Service Specialist, Contact Center

Job Description

Job Description

Description:

Highly motivated individual who demonstrates a positive, outgoing, and influential personality when providing world-class member services to ensure that members expectations are exceeded during every interaction. The ideal candidate will maximize every opportunity to advertise e-services and increase membership along with promoting consumer and real estate loans via telecommunication and email.

Duties & Responsibilities

• Provides an unsurpassed level of member service, meeting and exceeding their expectations with every interaction.
• Responsible for having a thorough knowledge of all products and services offered by the credit union, including but not limited to shares, consumer loans, and e-services.
• Provide telephone and virtual coverage for the Contact Center which has the responsibility of providing credit union services to members via the telephone, internet, mail and the Face2Face video service.
• Participates in the Sales Incentive Program, providing Consumer and Real Estate loan referrals to Loan Experts or Branch Managers.
• Open new share IDs and, through the interview process, cross-sell additional products to best benefit the member needs, and meet Contact Center goals.
• Explain credit union services and prepare forms necessary for those services and either mail or DocuSign to members in a timely manner. Follow correspondence through to a timely end and ensure that member issues are resolved.
• Efficiently provides servicing for all accounts and loans issues or concerns. Ensures that requests are processed correctly and completed in a timely fashion. Escalates more complex issues to management as appropriate.
• Follows policies and procedures applicable to the MSS position to maintain compliance with government and credit union regulations, including but not limited to the Bank Secrecy Act.
• Perform and assist with FNY Express Teller transactions as needed to ensure an unsurpassed level of service is provided to members. Monitors all machine statuses and escalates any issues as needed.
• Performs shared branch transactions for guest members at the Express Teller.
• Provides credit and debit card activation, as well as Instant Issue cards when needed.
• Reset online passwords for members for First Online.
• Troubleshoot credit and debit card issues when they arise, such as fraudulent activity and breaches. Initiates disputes when appropriate.
• Provides quotes on consumer loan payoffs. Requests mortgage payoffs from the appropriate department.
• Perform telephone transfers, stop payments and various other transactions in accordance with credit union procedures.
• Thoroughly explain to member interest rates and how they are computed and disclosed.
• Excellent communication and writing skills necessary to assist Live Person Requests.
• Well versed in Online Account Opening and My Deposit, home and mobile banking suite of products in order to provide excellent member service.
• Process and approve checks deposited through home and mobile banking.
• Complete asset verification requests from Social Security/Medicaid.

• High School graduate.
• Previous financial branch credit union/bank experience.
• Must be able to respect confidential information.
• Must have a working knowledge of a PC, and a thorough knowledge of the core operating system.
• Must have excellent verbal communication skills including impeccable telephone skills.
• Must possess a desire to cross sell members during incoming and outbound telephone calls or internet email.
• Must maintain a positive attitude with members and a cooperative attitude with other employees.
• Must have excellent processing/information gathering skills.
• Must have good typing/word processing skills.
• Must have excellent organizational skills.
• Must be comfortable multitasking in a fast-paced environment.

Work Schedule:

Monday: 8:45am - 6:00pm

Tuesday: 9:00am - 6:00pm

Wednesday: 9:00am - 6:00pm

Thursday: 9:00am - 5:00pm

Friday: 9:00am - 5:00pm

Saturday: 8:45am - 1:00pm ** Rotational (Bi-Monthly) **

Work Location: Fully On-Site