What are the responsibilities and job description for the Senior Member Service Center Rep position at All One Credit Union?
Description: The Senior Member Service Center Representative is
responsible for providing an exceptional member experience to existing
members and potential members through a variety of communication
channels such as telephone, email, chat, the message center and social
media. The Senior Member Service Center Representative leads by example
and coaches the team on operational excellence, member experience,
having needs-based conversations, and offering financial solutions to
meet our members\' needs. Primary Responsibilities: Performs functions,
within scope of authority and expertise, to provide the highest level of
service and responsiveness to members served by the Credit Union. 1.
Consistently executes the behaviors aligned with All One\'s values and
member service standards to deliver an exceptional member experience via
telephone, online chat, email, message center and social media. 2.
Performs all MSC operational duties, including but not limited to loan
log review, QC log review, ordering of office supplies, QC call reviews
(to ensure call integrity, accuracy of information, member privacy,
etc.). 3. Responds to inquiries from members and performs necessary
transactions and/or research to resolve issues (i.e. deposit products,
lending products, and account discrepancies). 4. Works with branches to
coordinate and schedule member appointments, both digitally and in
person, when needed, for a seamless member experience. 5. Acts as the
first escalation point for all Member Service Center Representatives for
all department and member situations. 6. Works alongside the management
team to coach and mentor MSC staff to achieve goals and develop their
abilities and potential; provides ongoing training and motivation to the
team. 7. Provides support to credit union members and branch staff with
consumer and business digital branch products, services or programs to
include trouble shooting, educating/training, and member service. 8.
Inputs consumer loan (i.e. auto, personal, overdraft) application
requests over the telephone and/or guides members through the online
loan application process. 9. Digitally closes, funds and obtains all
required documentation for consumer loans and recommends appropriate
loan insurances to members. 10. Recommends appropriate solutions to meet
member needs. When needed, consults with and/or makes referrals to
product specialists who can assist in meeting specific member needs such
as wealth management, IRAs, real estate and commercial lending, etc. 11.
Maintains a strong knowledge of all credit union products and services
to promote opportunities to introduce the member to all options
available. 12. Responsible for daily member support of all electronic
banking products/services including Online/mobile banking, Bill Pay,
P2P, mobile deposit, external transfer, Visa online, etc. 13. Provides
support, file maintenance, and troubleshooting regarding technical
issues for members. 14. Supports management with communicating procedure
updates to the team, when processes and/or procedures change. 15.
Administers supervisor overrides for restricted transactions
appropriately and within assigned limits to approve and take
responsibility for the transactions. 16. Continuously increases
knowledge and skills through self-motivation, formal education,
seminars, and in-house training. 17. Adheres to All One Credit Union
policies and procedures.. Responsible for compliance with the following
regulations: BSA, OFAC, and other regulations as required.
responsible for providing an exceptional member experience to existing
members and potential members through a variety of communication
channels such as telephone, email, chat, the message center and social
media. The Senior Member Service Center Representative leads by example
and coaches the team on operational excellence, member experience,
having needs-based conversations, and offering financial solutions to
meet our members\' needs. Primary Responsibilities: Performs functions,
within scope of authority and expertise, to provide the highest level of
service and responsiveness to members served by the Credit Union. 1.
Consistently executes the behaviors aligned with All One\'s values and
member service standards to deliver an exceptional member experience via
telephone, online chat, email, message center and social media. 2.
Performs all MSC operational duties, including but not limited to loan
log review, QC log review, ordering of office supplies, QC call reviews
(to ensure call integrity, accuracy of information, member privacy,
etc.). 3. Responds to inquiries from members and performs necessary
transactions and/or research to resolve issues (i.e. deposit products,
lending products, and account discrepancies). 4. Works with branches to
coordinate and schedule member appointments, both digitally and in
person, when needed, for a seamless member experience. 5. Acts as the
first escalation point for all Member Service Center Representatives for
all department and member situations. 6. Works alongside the management
team to coach and mentor MSC staff to achieve goals and develop their
abilities and potential; provides ongoing training and motivation to the
team. 7. Provides support to credit union members and branch staff with
consumer and business digital branch products, services or programs to
include trouble shooting, educating/training, and member service. 8.
Inputs consumer loan (i.e. auto, personal, overdraft) application
requests over the telephone and/or guides members through the online
loan application process. 9. Digitally closes, funds and obtains all
required documentation for consumer loans and recommends appropriate
loan insurances to members. 10. Recommends appropriate solutions to meet
member needs. When needed, consults with and/or makes referrals to
product specialists who can assist in meeting specific member needs such
as wealth management, IRAs, real estate and commercial lending, etc. 11.
Maintains a strong knowledge of all credit union products and services
to promote opportunities to introduce the member to all options
available. 12. Responsible for daily member support of all electronic
banking products/services including Online/mobile banking, Bill Pay,
P2P, mobile deposit, external transfer, Visa online, etc. 13. Provides
support, file maintenance, and troubleshooting regarding technical
issues for members. 14. Supports management with communicating procedure
updates to the team, when processes and/or procedures change. 15.
Administers supervisor overrides for restricted transactions
appropriately and within assigned limits to approve and take
responsibility for the transactions. 16. Continuously increases
knowledge and skills through self-motivation, formal education,
seminars, and in-house training. 17. Adheres to All One Credit Union
policies and procedures.. Responsible for compliance with the following
regulations: BSA, OFAC, and other regulations as required.