Support Services Person ll

Member Service Representative Member Service Representative's (MSR's) provide exceptional member service in an expedient, accurate and courteous manner via alternative service channels such as phone, email, and the CU1 mobile app. MSR's have a thorough knowledge and understanding of all credit union products and services and seek opportunities to provide members with new and underutilized products and services. This position is open to a hybrid work schedule after successful completion of a probationary period. Assists members by phone with a variety of transactions in an efficient, accurate, confidential and professional manner.

Takes ownership of every member interaction, whether it requires a call back, extended research or assistance from other teams.

Meets or exceeds individual MSR KPI's (key performance indicators) and contributes to Member Service Center departmental goals.

Provides member walk-throughs on technologies offered by the credit union such as ATM's, DocuSign, and Online Access, Mobile Deposit, Bill Pay, Mobile Wallet and other technologies utilized by the credit union.

Multi-tasks by working with multiple software programs concurrently to accurately complete requests, while simultaneously communicating with members.

Remains up to date and educated on products, services and marketing promotions to best match the members needs with the credit unions offerings.

Senior Member Service Representative:

In addition to the foundational behaviors of MSR, the Senior Member Service Representative will:

Provide support in the research and resolution of escalated member issues.

They demonstrate strong leadership skills and lead by example in the areas of member service, risk management, and the overall employee experience.

Meets or exceeds Senior MSR KPI's and contributes to Member Service Center departmental goals.

Assists department manager and assistant manager on other service tasks performed in the Member Service Center.

Must be a high school graduate or equivalent, with a minimum of six months of financial institution experience or previous call center experience required. Ability to remain calm when helping difficult and/or irate members. Must project a positive sales attitude and proactively evaluate and present credit union products and services that best meet a person's financial needs. Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign asset control laws and regulations (OFAC).

Must meet all requirements of the MSR position and have a minimum of one-year financial institution experience; strong call center experience or equivalent transferrable skills is required. Must possess exceptional communication skills through telephone or written mediums.

Benefits at CU1: At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Health & Wellness Credit Union 1 offers employees multiple medical plans to choose from, including PPOs and HSA-qualified plans, as well as dental, vision, and services to support overall mental and physical health. Financial Security Employees and their families are supported in life planning with employer-paid life insurance, disability coverage, and AD&D coverage. Employees participate in 401(k) retirement plan with company matching contributions and profit-sharing contributions. Additional benefits support our employees' lifestyle and family, with generous paid time off, access to CU1's accredited early learning center in Anchorage, Alaska, employee loan and mortgage discounts, education assistance, volunteerism and community engagement opportunities within the communities we serve.

Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

Credit Union 1 does not provide visa sponsorship.

Thank you for your interest in the opportunity with Credit Union 1!

Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at View phone number on click.appcast.io or dhs.