Virtual Member Service Representative

Job Description

Job Description

REGIONAL federal credit union a growing and leading provider of banking products and services in Northwest Indiana is seeking an experienced Virtual Member Service Representative to join our Team. We have an immediate opening in our Valparaiso office . If you enjoy helping people and want to experience the REGIONAL difference, we would love to meet with you.

Must be available work between the hours of 8am to 6pm, Monday through Friday, and 9am to 12pm Saturdays.

This position is set in a fast-paced environment and requires the ability to provide exceptional service through active listening of member requests and providing the service or transitioning the call to another advisor who will take ownership of the member’s request.  Perform work in compliance with state and federal regulation and company policies. Work within a team to ensure delivery of Exceptional Member Service.

Principal Accountabilities:
Accountable for responding to member telephone inquiries promptly, correctly, and professionally, and managing member email inquiries promptly and correctly, using proper grammar and punctuation to ensure professional communication. Adhere to member authentication procedures to protect the account information of our member.

Skills and Duties:

• Manage a high volume of calls and emails daily and prioritize follow-through.
• Assist members with inquiries and establish a rapport to understand their service needs.
• Appropriately handle complaints regarding service, and route them to the proper personnel for resolution.
• Escalate member issues appropriately and correctly based on department guidelines.
• Maintain confidentiality and sensitivity in all aspects of internal and external contacts.
• Actively learn about all REGIONAL products and procedures to respond to member inquiries effectively.
• Share knowledge of credit union products, features & benefits, with members.
• Refer additional credit union products & services by recognizing member needs or asking for additional information.
• Process requests for check orders, stop payments, account maintenance, transfers, check and statement copies, or other account needs.
• Maintain high quality of work, with excellent attention to detail.
• Report suspicious transactions or unusual occurrences to supervisor.
• Perform all work in compliance with established regulations, policies, and procedures.
• Maintain member confidentiality set forth by REGIONAL federal credit union.
• Participate in ongoing skill, compliance, and security training as required for the position and apply knowledge in daily tasks.
• Other duties as assigned.

Qualifications & Skills:

• Minimum of one year of customer service experience with significant phone and online member service experience preferred.
• Ability to communicate clearly and effectively over the telephone with members and co-workers.
• Provide strong member service and problem-solving skills while responding to inquiries with tact, diplomacy, and patience.
• Knowledge of credit products and services.
• Exceptional organization, time management and follow-up skills. Excellent interpersonal skills and ability to communicate effectively with members, employees, and outside service providers.
• Ability to follow detailed instructions and a wide range of procedures requiring sound judgment.
• Must have proficient typing and computer skills, specifically Microsoft Word and Excel and the ability to navigate software systems.

Benefits:

• Health.
• Dental.
• Vision.
• 401k Retirement Plan.
• Paid holidays.
• PTO days.
• Quarterly incentive payouts ($700).

Job Details:

• Non-Exempt.
• Salary: Starting at $17.50 per hour.
• Job Type: Full Time.
• Schedules are produced monthly.

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.

Physical Requirements:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA).