Member Service Representative - Remote

Overview

This position establishes professional and quality-based member relationships focused on meeting the financial needs of each member. Promotes a service culture by actively recommending all credit union products and services while effectively meeting the member’s needs via member phone calls. Acts as a liaison for the member and the credit union, in conformance with established policies and procedures. Assists members regarding their financial matters while promoting the credit union’s philosophy and objectives.

In Short

• Greets and welcomes members and potential members in a courteous, professional, and timely manner, providing exemplary service through the phone channel.
• Gathers, processes, and records a variety of member transactions, including but not limited to withdrawals, loan payments, wire transfers, and money transfers.
• Answers member inquiries about statements, share withdrawals and loan payoffs.
• Provides technical support for online banking, including service setup, troubleshooting, and self-help guidance.
• Ensures member identification and security by following the Member Identification Program (MIP) and other established security procedures.
• Identifies and promotes sales opportunities by understanding and addressing member needs.
• Works towards meeting production and referral goals, and participates in core Sales and Marketing initiatives.
• All other duties as assigned.

Requirements

• Minimum six (6) months experience in a sales or customer service environment.
• Experience in a Contact Center or financial institution preferred.
• In-depth knowledge of credit union products, services, policies, procedures, and systems.
• Proficient in managing difficult customer interactions and resolving member issues effectively.
• Excellent communication skills, including active listening and questioning.
• Proactive in seeking opportunities to assist members and co-workers.
• Ability to cross-sell products and services and maintain positive member relationships.
• Capable of setting and achieving program goals that align with the credit union's strategic plan.

Benefits

• Eligible for Full-Time Regular benefits including medical, dental, vision, and life insurance coverage.
• Health Care FSA, Health Savings Account with employer contributions, and Dependent Care FSA.
• Access to Life and AD&D insurance.
• 401k plan enrollment.
• Accrual of vacation and sick leave.
• Paid holidays and self-care time.
• Volunteer time off.