Member Services Representative

Pay Range: $21 per hour

Who are we looking for?

In addition to understanding our Statement of Faith, the qualified candidate for this position is committed to serving current and prospective members in an engaging manner to meet their needs and seek opportunities to “wow” the members' experience.

What’s distinctive about this position?

The department is a fast-paced, dynamic environment where team members work both independently and interdependently to resolve concerns, anticipate needs, and identify opportunities. 

What are some responsibilities of this position?

• Determines the needs of the member by telephone, email, and in-person, and offers appropriate product, service, transaction or informational support as to how the individual, ministry, or business might be best served.
• Supports department and corporate goals for deposit retention, new deposits, and the sale of new products and/or services. 

• Ensures that routine service requests are processed, and any error corrections are resolved, within the timeframes specified by department service level agreements.

• Routes member requests for miscellaneous services, new services, research, and maintenance using internal forms and established procedures. Consults and follows up with other units as needed to ensure member satisfaction. Escalates unresolved issues to supervisor.
• Provides limited technical or “help desk” support for members using online banking. Escalates more complex requests for technical support to an online banking subject matter expert, or to the appropriate support team, within department guidelines.
• Captures and accurately inputs member relationship information into internal software systems as required. 
• Routinely contacts members regarding maturing certificates, overdrafts, or other account issues, as assigned.
• Responsible for compliance with Member Information, Data Security Policy, OFAC/USA Patriot Act, and all application regulatory requirements.

What are some requirements of this position?

• High school diploma or General Education Degree (G.E.D.); Associates degree preferred.
• Two years customer service or call center experience in a bank, credit union or other financial institution.
• Able to work as a team player in a department where co-workers are highly interdependent.
• Able to work with a broad spectrum of consumer, ministry and professional members.

• Able to cross-sell and up-sell products with features and benefits and services based on member need.

• Able to utilize internal software systems.
• Able to handle multiple tasks concurrently.
• Excellent data entry and attention to detail.
• Clear and concise communication, both verbally and in writing.
• Able to compose routine business correspondence and professional responses to member emails and messages.

What’s distinctive about AdelFi?

AdelFi provides a comprehensive, competitive total rewards package and an unparalleled work/life experience.