Member Service Representative

Job Description

Job Description

BASIC FUNCTION

Member Service Representatives (MSRs) provide exceptional service and valuable solutions via remote delivery channels such as telephone, chat, online messages, e-mail, and web. MSRs accurately and efficiently respond to member account inquiries and process a variety of electronic transactions for members, encouraging members to choose the Credit Union as their primary financial services provider by proactively building relationships.

MSRs comply with applicable policies and procedures; adhere to optimized schedule while exceeding call center monitoring expectations. MSRs proactively suggest appropriate products and services to educate members and potential members to manage their financial needs and provide information about WEOKIE Federal Credit Union’s mission and vision.

MAJOR ACTIVITIES

1. Provide exceptional member service by being knowledgeable, engaging with members, making members feel valued, and consistently applying defined service standards. Proactively recommend credit union products and services-including referrals to other lines of business, and accurately address members’ service needs. Increase member engagement and use of the cooperative by educating members on ease of use and convenience services.

2. Protect and verify identity of caller, and accurately review account information for alerts and account irregularities. Mitigate risk by taking action and responding to situations/patterns of activity indicating potential fraud or abuse.

3. Ensure proper policies, procedures, risk mitigation activities, and operating controls are followed. Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated.

4. Accurately respond to member account inquiries and process transactions. Transactions include, but are not limited to: processing payments, withdrawals in the form of cashier checks, wire transfers, and processing internal transfers. Accurately perform maintenance on members’ accounts as required.

5. Ask open-ended questions to uncover member’s expressed or unexpressed needs to recommend suitable deposit account and loan products. Proactively look for opportunities to refer products/services that fit our members’ financial needs.

6. Actively listen to fully understand members’ needs. Resolve escalated member concerns while achieving first call resolution expectations which may require research, follow-up, and/or return calls. Assist members and potential members with questions regarding WFCU products and services as well as resolve members’ complaints. Analyze, research, and resolve problems and discrepancies related to a member’s account or loan.

7. Perform miscellaneous duties as required.

CRITICAL RESULTS

1. All members are provided with an extraordinary service experience by maintaining knowledge, engaging with members, making members feel valued and consistently applying defined service standards.

2. All activities are efficiently conducted, generally error free, and are completed following the appropriate policies, procedures, operational controls, and compliance controls.

3. Losses, errors, and risks are controlled and mitigated by adhering to all applicable policies and procedures.

4. Maintains composure in a high production and changing environment while handling high call volume.

5. Exercises good judgment to make sound decisions that prevents escalation and implements the three stakeholder’s values.

6. Assigned goals and objectives, met and/or exceeded.

7. Products and services are proactively recommended when appropriate and members receive accurate information.

8. To work according to schedules and department attendance guidelines.

QUALIFICATIONS

A. Specialized or Technical Knowledge and Skills:

1. Must have a High School Diploma or equivalent.

2. Some post-secondary education is preferred.

3. Must be able to learn and apply a variety of software applications.

4. Must have accurate keyboarding skills.

5. Must be able to listen, discern, and solve problems.

6. Must be able to show empathy and recognize your emotions and those of others to guide your behavior and make moral, valued decisions.

7. Excellent member service, phone etiquette and communication (written and verbal).

8. Prior experience in a retail service environment.

9. Some call center and member service experience is preferred.

B. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WEOKIE’s core values and the Three Stakeholder Model.

a. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfactions, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to Members are met, solicits opinions and ideas from Members.

b. Dependability: Meets commitments to members, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements (schedule adherence).

c. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good and bad news.

2. Job Specific Competencies: The position requires an individual who is able to maintain composure in a variety of situations. The following stand out among a long list of behavioral competencies for this position:

a. Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understand company mission/values, keeps job knowledge current, is in command of critical issues.

b. Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.

c. Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems. Owns/acts on quality problems.

d. Communication skills: Able to communicate complex financial issues and instill confidence in the credit union’s financial position to a wide variety of audiences with varying degrees of technical expertise.

e. Relationship building skills: Develops new business, identifies opportunities for additional products and services Members can benefit from, translates product features to benefits, has good listening skills, and is sensitive to Members’ needs.

f. Interpersonal Skills: Flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

C. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

D. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.