Member Solutions Specialist

Member Solutions Specialist

Location: 1835 W WT Harris Blvd. Charlotte, NC 28262

Job Grade: 7

Primary Functions:

• Responsible for providing first point-of-contact service to address customer inquiries and/or concerns in a timely and professional manner. Recognize and enthusiastically act upon opportunities to expand customer relationships. Ensure the quality of all interactions is consistent with enhancing the customer experience and relationships with others.

Responsibilities:

• Exhibit a thorough knowledge of the credit union's products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account-related questions from customers.
• Enthusiastically and efficiently respond to all phone inquiries to identify and handle customer requests pertaining to the account(s) in accordance with the credit union's service expectations. Resolve customer inquiries and/or concerns timely, completely, accurately, and professionally.
• Perform extensive verification via phone for members prior to making any account changes or giving account sensitive information.
• Thoroughly evaluate relationships to make recommendations or provide solutions that benefit and enhance the overall customer experience or improve their financial stability.
• Open all types of accounts, cross sell credit union products and services, and add new relationships to existing accounts based on the customer's needs.
• Demonstrate daily practices that encourage teamwork, openness to learning new processes/methods and promote a positive work environment. Consistently be courteous and professional.
• Be vocal in your support of your team's efforts to exceed member expectations.
• Maintain the integrity and privacy of all customer records in a confidential manner.
• Identify and recommend process improvements or new products based on customer interactions to enhance the customer's experience and improve retention.
• Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
• Remain abreast of changes in credit union policies, procedures, as well as consumer lending practices and willingly share knowledge with others.
• Be open to learning new processes/methods and take the initiative to apply them to the job.
• Perform job duties in accordance with the Credit Union's values, mission and vision.
• Perform other various duties as assigned.

Minimum Requirements:

• Minimum of one year experience with financial service-related requests or commensurate experience.
• Proven ability demonstrating thorough knowledge of Credit Union products, services, and external systems.
• A demonstrable record in providing excellent service to customers.
• Success-oriented individual with a friendly and persuasive personality.
• Strong computer skills with ability to quickly learn new processes/systems.
• High school diploma.