Customer Service / Member Engagement Associate

Member Engagement Associate I

The Member Engagement Associate I will answer and resolve member inquiries regarding account maintenance and general banking matters, via phone call. They will ensure world class service is delivered by way of effective communication, creative problem solving, and product and service knowledge. The Member Experience Associate I will demonstrate patience and a passion to help, working at a steady pace in a stable and consistent environment. Schedule flexibility required.

What you will do here:

Demonstrate excellent listening skills to gain a clear understanding of member requests for: troubleshooting, account management, transactions, and online mobile banking support. Respond appropriately to requests, being mindful of their tone and style, and verify with members that the request has been resolved.

Communicate clearly and appropriately in all channels.

Effectively and efficiently execute the most appropriate processes and procedures to resolve member requests. Demonstrate system knowledge by navigating seamlessly between systems, as well as demonstrating knowledge of organization products and services. Identify and offer the best solution for each unique situation in a timely manner, as well as appropriately educating members on other products/services that may be relevant, to enhance the member experience.

Be highly organized and move efficiently through calls in their queue. Create and maintain appropriate documentation to manage and/or close calls. Swiftly find appropriate information to share with a member and identify when a call may need to be escalated to find a resolution. When assisting multiple members simultaneously, the employee will leverage their organization to maintain focus on each individual situation. Appropriately transfer requests.

Provide consultative services to members aligned to their needs and your account analysis. Offer alternative paths for issue resolution while ensuring future issues are identified and mitigated.

Recognize and protect confidential information, provide appropriate alerts to potential breaches, and educate members on protecting accounts against fraud and how to recognize potential phishing scams.

Actively engage in team meetings and on-going training.

Perform other job-related duties as assigned.

What you will need:

High School Diploma or GED required.

1+ years customer service experience required.

1+ years experience working in a contact center preferred.

1+ years Financial services experience preferred.

Ability to provide outstanding customer service and assistance interacting with customers in both a service and sales environment over the phone required.

Demonstrated ability to manage emotional and high-pressure situations in a calm and steady manner. Demonstrate empathy through tone and demeanor while maintaining professionalism required.

Excellent communication, both written and verbal, as well as listening skills. Demonstrated ability to clearly understand information that is received and ability to respond effectively and appropriately required.

Ability to work with minimal supervision, and at times under very busy conditions with proficiency in typing, usage of multi-systems required.

Demonstrated comfort and competency with technology and easily navigating between multiple systems required.

Demonstrated ability to work in an organized manner and retain knowledge of proper process and procedures required.

Strong problem solving skills, capable of offering creative solutions while maintaining integrity; doing the right thing and making appropriate decisions in a timely manner required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.