Member Service Representative Call Center

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Training & development
• Vision insurance

JOB DESCRIPTION

Title:  CALL CENTER - MSR

Reports to:  V P Branch Operations

Primary Function:

Provide information and member support concerning GeoVista products and services, providing the highest quality of member service with respect to policies and procedures.

Duties & Responsibilities :

Service membership by providing information in a pleasant, professional and efficient manner via telephone or correspondence.

Research and solve more complex member questions, problems and complaints concerning their accounts.

Continuously check member service voice mails and reply to the calls accordingly.

Provide account information related to opening or closing accounts and instructions for loan applications.

Provide instructions and documentation for stop payments on share drafts, ACH deposits, Visa Card issues (debit & credit) including ATM cards.

Assist with Wire and Western Union Transfers.

Cross-sell products and services when appropriate.  

Assist with remote access, such as on-line Banking or password resets.

Respond to member inquires to ensure their satisfaction.

Social Skills

• Coordination- Adjusting actions in relation to others' actions.
• Instructing- Teaching others how to do something.
• Negotiation- Bringing others together and trying to reconcile differences.
• Persuasion- Persuading others to change their minds or behavior.
• Service Orientation- Actively looking for ways to help people.
• Social Perceptiveness- Being aware of others' reactions and understanding why they react as they do.

Service Orientation - Actively looking for ways to help people

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

All other duties as assigned.