MEMBER SERVICE CENTER REPRESENTATIVE

Job Description

Description:

Job Title:

Member Service Center Solutions Specialist

FLSA/Employee Type:

Non-Exempt/ Part Time

Supervisor:

No

Education:

General and business knowledge equivalent to a high school diploma

Training/Certification(s):

2 years of related experience in retail, financial services, or equivalent work experience or 1 Year Call Center Experience preferred.

1 year of experience identifying and promoting products and services to meet member needs preferred.

SUMMARY:
The purpose of the Member Service Center Solutions Specialist is to assist members on the phone and other electronic channels with any questions, concerns, or inquiries. Promotes a sales and service culture, by actively recommending credit union products and services to fit member individual needs. Provides superior service, supports branch growth and demonstrates understanding of compliance and credit union standards and performs member engagement through all phone and electronic channels.

ESSENTIAL FUNCTIONS:

• Answer member inquiries through all channels to include but not limited to: phone calls, ITMs, email, Home Banking, and other systems.
• Makes outbound calls as needed to obtain information, provide follow up, and resolve member requests.
• Provides answers, solves issues, and/or assigns appropriate team member for follow-up/resolution.
• Cross selling products and services while interacting with members and educates members on services provided to enable them to use self-serve options.
• Strive to achieve individual sales targets: in addition, participate as a team player in meeting branch cross sell and member satisfaction goals.
• Maintains knowledge of all products and services offered.
• Maintains awareness, understanding, and compliance with the Credit Unions internal policies and procedures, laws and regulations appropriate for this position.
• Fill in as needed as a Member Solutions Specialist on the teller line in branches.
• Other duties as assigned by Branch, Senior, and Executive Management.

CORE COMPETENCIES AND SKILLS:

Decision making requires the ability to choose from options outlined in established procedures and policies

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact

Excellent communication, teamwork, and interpersonal skills

Phone and Electronic correspondence etiquette

Ability to demonstrate empathy

Organizational and time management skills

Strong financial, problem-solving and analytical skills

Familiarity with PCs and applicable software

WORKING CONDITIONS/PHYSICAL DEMANDS:

Ability to communicate effectively in English, both orally and in writing both in person and via electronic channels

Ability to receive information and hear sounds at normal speaking levels under normal conditions in the branch as well as on the phone and blue tooth headset.

Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading

Sufficient manual skill for operation of PC keyboard and other standard office equipment.

Ability to stand or sit for extended time periods