Member Experience Specialist I (Call Center Rep)

Job Description

Job Description

Position Description:The primary purpose of this position is to assist with member inquiries, including processing requested financial transactions, assistance with online banking requests, problem resolution and completing any follow-ups for service. Additionally, the Member Experience Specialist I is responsible for effectively communicating with all members either via phone, email or chat.
Essential Functions:

Member Inquiry Handling and Resolution

• Promptly responds to incoming calls, emails, or chat messages from members seeking information or assistance with their accounts.
• Provides accurate and complete information.
• Proactively collects necessary information from members to understand their specific needs.
• Clearly explains information, actively listens to member concerns, and maintains a professional demeanor.
• Addresses complaints professionally, while working to find satisfactory solutions.

Product and Service Knowledge Application

• Keeps members updated regarding new services and promotions; determines member’s needs.

• Assists members with requests for general information on credit union programs, products, services, rates.
• Thorough understanding of Nutmeg’s products, services, and policies to provide accurate information.

Accurate Data Entry and Documentation

• Familiarity with all systems and other relevant software tools to manage member interactions efficiently.
• Accurately documents all member interactions and resolutions in the applicable applications.
• Proficiency in updating member information, processing account changes, and performing basic account maintenance, as needed.

Adherence to Quality and Compliance Standards

• Follows company policies and procedures related to data privacy, member information, and regulatory requirements.
• Completes all required training and compliance course offerings.
• Delivers outstanding service to both internal and external members.
• Prioritizes member satisfaction and delivers a positive experience.
• Follows all protocols for standardized greetings, closings and survey offerings.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• High School diploma or equivalent required, associate degree preferred.
• Minimum of one-year experience in a sales or customer service role is required.
• Prior experience in a financial/banking institution preferred, not required.

Knowledge, Skills & Abilities:

• Ability to work well independently, as well as in a team-oriented environment.
• Strong organizational skills and attention to detail.
• Proficient with Microsoft Office applications.
• Good understanding of member services and Nutmeg’s products.
• Ability to use manual and automated office equipment with business efficiency.
• Ability to effectively communicate (written and oral) with other employees and outside entities.
• Intellectual ability to learn all tasks related to reaching maximum proficiency in this position.
• Ability to troubleshoot issues and resolve concerns in a timely and professional manner.

Competencies :

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer info1mation and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Listening - Practices attentive and active listening; has the patience to hear people out; can accurately restate

the opinions of others even when he/she disagrees.

• Problem Solving - Uses logic and methods to solve difficult problems with effective solutions; probes all

fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks

beyond the obvious and doesn't stop at the first answers.

• Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range.

of activities.

• Empathy – Shows empathy when dealing with members, understanding their emotions and perspectives
• Functional Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements:

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.

• Must be capable of exercising high levels of discretion on both internal and external confidential matters