Universal Member Services Representative

ABOUT THE CREDIT UNION:

Your trusted financial partner... Community-based, Freedom Credit Union located in the Greater Philadelphia area, chartered in 1934, is a full-service financial institution that offers a banking alternative to consumers. Anyone who lives, works, worships, performs volunteer service, or attends school in Bucks, Chester, Delaware, Montgomery, or Philadelphia Counties is eligible for Membership. Freedom Credit Union has over $1.6 Billion in assets and in excess of 70,000 members, operating locations in Abington, Fairmount, Morrell Plaza, and Warminster Pennsylvania. Find us on Facebook and Twitter!

OVERVIEW OF THE ROLE:

You will provide world class service to our existing and potential credit union members, ensuring all member requests are actioned completely from intake to problem solving and communicating status updates to final resolution. You will ensure accuracy and efficiency by resolving member requests in accordance with all policies, procedures and regulatory requirements. You will play a key role in helping to improve the lives of our most valued assets, our members, through product education and advice; all while assisting us to achieve our strategic goal to enable digital first solutions and self-service technology.

DUTIES OF THIS ROLE:

Customer Experience - 75%

• Enthusiastically and professionally greet members and potential members while introducing yourself and welcoming them to Freedom via in-person interaction and/or Phone, Chat, Email or any other form of electronic communication.
• Receive and process all member requests accurately and efficiently.
• Troubleshoot and educate our members on our Mobile and Online Banking solutions and other electronic services by providing step-by-step instructions for all self-service technology.
• Integrate cross-selling opportunities into member interactions, aiming to make our member's lives easier and to save them money.
• Assist members with opening and servicing all accounts, products and services offered by Freedom.

Continuing Education - 10%

• Ability to continuously learn new products, services and procedures quickly and accurately.
• Ability to adopt new technologies and platforms for use to assist members with requests and to facilitate accurate record keeping.

Communication & Phone Skills - 10%

• Excellent communication skills in person and over the phone.
• Ability to tailor features and benefits of Freedom's products and services.

Data Entry, Reporting & Other Duties as Assigned - 5%

• Ensure appropriate records are maintained and required reports are prepared.
• Performs all other job-related duties as assigned.

PERFORMANCE MEASUREMENTS:

• Provide informed, timely, professional and accurate service and support to all members and partners.
• Ensure all operational processes and procedures are completed in compliance with governing regulations.
• Meet or exceed access center and call center service standards at all times.
• Troubleshoot and resolve member and internal inquiries in a timely, approachable and accurate manner.
• Complete all assigned responsibilities with minimal errors according to established department standards.
• Proactively seek opportunities to cross-sell additional products and services in an effort to further create value and improve the lives of our members.
• Ensure the security of our member's personal data (PII) is held at the highest level of importance.
• Achieve or exceed service level agreements (SLAs) and sales goals each month.
• Adhere to Freedom and department core service standards, policies and procedures.

QUALIFICATIONS:

Experience: One to three years of similar or related experience.

Education: A high school education or general education degree (GED) is required.

A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., customer experience, call center, helpdesk, financial industry certifications) are a plus.

REQUIRED INTERPERSONAL SKILLS:

• A significant level of trust and diplomacy is required, in addition to professionalism including consideration, courtesy and tact.
• Work involves extensive personal contact with others and is usually of a personal or sensitive

nature.

• Work may involve motivating, influencing and / or training others.
• Outside contacts are important and the ability to foster relationships with others (organizations and / or individuals) is necessary.
• The ability to influence and / or sell ideas or services to others is critical.

OTHER PREFERRED SKILLS:

• Emotional intelligence and the ability to handle at-times stressful situations with diplomacy and tact.
• The ability to always hold professionalism in the highest regard when communicating with our members.
• Strong written and verbal communication skills.
• Comfortability in working with computer applications such as Microsoft products and services.
• Ability to work with a laptop computer, banking machines, copiers, fax machines and scanners.
• Ability to understand and comply with the Bank Secrecy Act requirements and the Credit Union's policies and procedures.
• Ability to report suspicious activity to the proper authorities in accordance with the Credit Union's Bank Secrecy Act policy, Anti-Money Laundering policy, and all other policies and procedures.

PAY RANGE AND COMPENSATION PACKAGE:

This position is currently a hybrid work location, requiring work both in-office (headquarters and/or access centers) and remotely on an as-needed basis.

This role has a starting salary of $22.45 paid on an hourly basis. Through tenure and experience, the salary has a career path and potential for increases in salary ranging from $22.45 to $33.68 per hour depending on evaluations, experience and tenure.

PHYSICAL REQUIREMENTS:

Essential functions of this position are carried out in a variety of positions including standing and sitting. Additionally, while performing the duties of this job, the employee is regularly required to talk and hear; use hands to finger, handle or feel objects and/or controls. The employee is occasionally required to walk; reach with hands and arms; stoop, kneel, or bend. May occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUAL OPPORTUNITY STATEMENT:

Freedom Credit Union has a commitment to use hiring practices to promote diversity and inclusivity in all levels of our organization.