What are the responsibilities and job description for the Member Response Specialist position at Educators Credit Union?
As a Member Response Specialist, you are entrusted to communicate with our credit union members through phone and electronic services. If you like fast-paced environment that works behind the scenes this is the position for you!
Role:
Provide exceptional service to members over the telephone or e-service support. Explain services, respond to problems, and direct phone calls to the appropriate area. Apply knowledge and utilize resources to find solutions and alternatives that will guide our members towards a positive experience by following ECU's core values.
Essential Functions & Responsibilities:
- Assist members and potential members with their telephone and e-service requests with a focus on being knowledgeable, proactive, reliable, welcoming, and making a personal connection; answer questions about products and services and resolve problems; refer problems that may need the assistance from management, along with recommendations. Utilize each call as an opportunity to connect with our members to produce a "wow" experience that forms the basis for member loyalty and advocacy.
- Identifies and pursues opportunities to educate members regarding additional products and services.
- Maintains member account information on computer system.
- Assures that appropriate records are maintained and required reports are prepared.
- Performs other related duties as assigned.
Experience: One month to twelve months of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Good listening and telephone skills; accuracy; able to make decisions with minimum information; successful in handling a high volume of telephone contacts while maintaining accuracy and friendly service. Ability to work independently while displaying initiative and decision making skills. Ability to maintain a high level of professionalism while working in a fast-paced environment. Physical requirements include: standing, sitting, using hands and fingers, reaching including reaching above the shoulders, talking and hearing, visual acuity, occasional stooping, crouching, or kneeling, and occasional lifting a maximum of 15 pounds. Equipment used includes, but is not limited to the following: computer, keyboard, mouse, telephone, copiers, printers, fax machine, and other standard office equipment and supplies.
Member Response Center is located at 321 Frontage Rd SE Mount Pleasant, WI 53177. Center hours are Monday - Friday 8:00 a.m. – 6:00 p.m., Saturday 8:00 a.m. – 1:00 p.m.
Educators Credit Union is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.