Member Care Representative - Hybrid Inbound Call Center

Member Service Representative

Provide consultative service and support to credit union members via telephone. Process financial transactions of simple to moderate complexity on member's accounts, resolve member issues, evaluate and identify the member's financial needs with compassion and care. Build relationships with members in order to provide assigned levels of member service and satisfaction, and targeted referrals to internal business partners that result in deeper relationships. Use de-escalation skills and reliance on technical knowledge of credit union products, policies and regulatory compliance to handle call types that include but not limited to account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.

Essential Responsibilities:

• Handle routine to moderately complex member inquiries with a goal of first call resolution and limited escalation by leveraging departmental tools by handling call types such as account maintenance assistance like processing payments, account balance inquiries, opening or closing memberships, debit card PIN reset and money transfers.
• Process financial transactions on member's accounts in an efficient and effective manner.
• Review, qualify, open and close deposit accounts and ATM/debit cards.
• Complete money transfers and assist with check withdrawals.
• Decision fee-refunds within defined relationship parameters.
• Act as a member advocate and handle difficult conversations with professionalism and courtesy.
• Resolve member's concerns while ensuring regulatory compliance.
• Build partnerships with management and peers in contributing to a productive team environment.

Education & Years of Experience:

Minimum - High School or Equivalent

Minimum - 1 Year Banking, Retail, Customer Service or Related

Preferred - 1 Year Call Center within a Financial Services Environment

Compensation & Benefits: Salary range: $22.00 per hour. Actual compensation will be determined using factors such as experience, skills & knowledge. Benefits: Alliant provides a benefits package including health care, vision, dental, and 401k with employer match including: Additional Benefits: Employee discount programs Time off including paid personal and sick days 11 paid holidays Education reimbursement