Member Services and Operations Specialist

Job Description

Job Description

Job Summary:

The Member Services & Operations Specialist plays a vital role in supporting both our members and internal operations. This position delivers exceptional service by assisting members through phone, email, and chat while also providing operational support through payment processing, reporting, data maintenance, and administrative projects. The ideal candidate is service-focused, detail-oriented, and able to effectively balance member interactions with operational responsibilities in a fast-paced environment.

The Member Services & Operations Specialist maintains awareness, understanding, and compliance with the Credit Union's policies, procedures, and applicable laws and regulations while contributing to the Credit Union's commitment to delivering an exceptional member experience.

Essential Duties and Responsibilities:

• Adheres to First Harvest Credit Union's Service Standards.
• Provides exceptional member service through inbound and outbound phone calls, email, and chat communications.
• Follows authentication procedures to verify member identity before completing transactions or providing account information.
• Assists members with financial and non-financial account servicing, including:
• Account research
• Transfers
• Account maintenance and updates
• Stop payments
• Check orders
• General account inquiries
• Other credit union-related services
• Identifies member needs and recommends appropriate products and services that support their financial goals.
• Processes incoming mail and electronic member payments accurately and within established service standards.
• Assists with operational reporting by reviewing, compiling, and distributing reports as assigned.
• Supports data integrity by performing data cleanup and maintenance projects.
• Assists with department and organizational special projects as assigned.
• Contributes to the development and improvement of department processes and procedures to increase efficiency and enhance the member experience.
• Maintains technical knowledge and operational expertise to effectively support members and internal staff.
• Participates in community events and supports organizational initiatives.

Qualifications

Technology:

• Employees are required to use the Microsoft Authenticator app on their personal cell phone to securely authenticate Outlook and other company systems; the app does not access personal data that exists on the mobile device.

Educational/Training Requirement:

• High School Diploma or GED
• Associate's Degree preferred

Experience:

• Minimum of one (1) year of customer service experience, preferably within a financial institution.
• Previous call center experience preferred.
• Experience supporting operational or administrative functions is preferred.

Knowledge, Skills, and Abilities:

• Knowledge of credit union products, services, policies, procedures, and applicable banking regulations.
• Excellent verbal and written communication skills.
• Strong customer service and relationship-building skills.
• Strong attention to detail with excellent organizational skills.
• Ability to manage multiple priorities while maintaining accuracy in a fast-paced environment.
• Proficient in Microsoft Office Suite and general computer applications.
• Ability to work independently while collaborating effectively across departments.
• Professional demeanor with the ability to remain calm and composed during challenging member interactions.
• Strong problem-solving skills and sound judgment.

Salary: The base pay for this position is $21/hr. A $.50 premium may be added if the applicant is able to demonstrate a proficiency in both English & Spanish (oral & written).

Benefits:

We offer a range of benefits and perks based on eligibility. These benefits include:

• Health, Dental, and Vision Insurance
• Company Paid Short Term (STD) & Long Term Disability (LTD)
• Company Paid Employee Basic Term Life Insurance
• Voluntary Term Life Insurance for Spouse & Child(ren)
• Critical Illness, Accident, and Hospital Indemnity Insurance
• Health Care Flexible Spending Account (FSA)/ Health Savings Account (HAS): Pre-taxed funds available to pay for some health-related expenses
• Tuition Reimbursement
• Employee Discount on Loans, Travel, Tickets, and More!
• 401k Match of up to 5% + A Free Annual Retirement Planning Session
• 11 Paid Company Holidays
• Up to 8 paid hours for community volunteerism
• Full time employees accrue 40 hours of sick, 10 days of PTO, & 1 personal holiday annually. PTO increases to 15 days after the 1st completed year!

Other Requirements

Technology Requirements

Employees are required to use the Microsoft Authenticator app on their personal cell phone to securely authenticate Outlook and other company systems. The application does not access personal data stored on the device.

Physical Requirements:

The physical demands are minimal and typical of similar jobs in comparable organizations.

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request and accommodation please contact Human Resources at View phone number on ziprecruiter.com or via email to View email address on ziprecruiter.com.

First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled