Member Service Representative

Job Description

Job Summary

The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.

Open Shifts:

• Tuesday - Saturday from 10am-7pm (Sunday & Monday off)
• Friday - Tuesday from 10am-7pm (Wednesday & Thursday off)
• Sunday - Thursday from 10am-7pm (Friday & Saturday off)

Duties and Responsibilities

• Determine member needs and educate them on appropriate beneficial products and services.
• Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
• Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
• Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
• Process account transactions accurately at the request of the member.
• Research member questions and accurately communicate the resolution or process to resolve.
• Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
• Advocate, promote and create honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.

Education and Experience Requirements:

• High school diploma or equivalent.
• One (1) year of experience in a financial institution or customer service position.

Required Knowledge, Skills and Abilities:

• Ability to function and thrive in a high-volume, high production environment.
• Ability to multi-task and adapt to change with systems, processes, and procedures.
• Ability to work effectively individually and within a team environment.
• A self-motivated individual driven by goals.
• Ability to maintain a high level of confidentiality.
• Effective conflict resolution and communication skills
• Ability to adhere to a daily schedule to meet the needs of our members.
• Must be able to be bonded.

Preferred Knowledge, Skills and Abilities:

• Associate or bachelor’s degree.
• Knowledge of credit union services and products.

Physical Requirements:

• In this position, individual will be expected to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach or stand for extended periods of time.
• Must be able to sit and use a computer for extended periods of time.

Working Conditions:

• This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities.

This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.