Member Care Specialist

POSITION PURPOSE

Responsible for monitoring and providing support to all staff and members regarding Maui County Federal Credit Union’s electronic delivery channels. Actively works toward providing an exceptional member experience through our non-branch communication channels, including mail, phone, email, and chat, by ensuring all member inquiries and requests are responded to in a timely and accurate manner. Performs other back-office duties that relate to caring for our member’s needs, but are not limited to account maintenance, wire transfers, debit cards, credit cards, ATMs, automated telephone teller service, direct deposit, ACH, share drafts, mobile banking, online banking, bill pay, website outreach, and email. This position evaluates and enhances existing member contact programs and makes recommendations for improvement.  

NATURE AND SCOPE

This position requires excellent human relations with a high level of interpersonal communication, both verbal and written. The ability to effectively present information and network is essential.  Professionalism and excellent communications skills are vital to the successful execution of this position as well as a thorough understanding of the Credit Union’s products, services, processes, procedures, policies and regulations.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1.  Responsible for proficiently demonstrating exceptional service through various channels.

1. Answer phones, respond to chats, emails and text messages while also utilizing screen sharing.
2. Provide members with accurate product and account information.
3. Gather member information while accurately inputting it into the appropriate systems or software.
4. Identify members’ product needs and provide referrals to internal business partners.
5. Identify and refer members that need financial assistance to the appropriate Credit Union personnel. 
6. Resolve all member questions, problems and complaints concerning their credit union accounts.
7. Process member transaction requests (withdrawals, deposits, etc.) accurately and efficiently, while educating the member around alternative convenient methods, if available.

      2. Effective and efficient completion of Member Care functions.

1. Blend exceptional member service with Company values while providing education and guidance for members through cross selling the use of Maui County FCU’s products, services and multiple delivery channels.
2. Maintain a current and thorough knowledge of all Automated Account Service Products and related services. Also maintains a thorough and current working knowledge of ACH, VISA, and MasterCard rules and regulations.
3. Performs duties involving EFT, ACH, card functions, mobile deposit capture, wire transfers, etc.
4. Handle back-office member service items such as address changes, return mail, CD-related tasks, levies, garnishments, IRA distributions, verification of deposits, dormant accounts, thank you cards, as well as prepare and review reports.
5. Research, resolve, and notify members regarding inquiries about their Automated Account Service Products.
6. Perform ODP fee refund requests for members.
7. Handle member inquiries, as well as diffuse escalated member issues.
8. Identify areas to increase efficiencies, enhance productivity, maximize profitability and provide a consistent team atmosphere.
9. Assist in developing strategies and programs to meet the needs of the Credit Union’s strategic and business plans.
10. Perform fraud investigations and report results to management.  Assists with maintaining all fraud reports and investigating materials including official reports to police, courts and our insurers. 
11. Conduct other day-to-day functions as needed to ensure the overall success of the department.

      3. Educate members through effective communication and training to increase awareness and usage of alternative, convenient service delivery channels and electronic services. 

1. Keep members updated with new options available to them when discussing our products(s) on the phone or through our automated account service products.
2. Attend any training as needed to increase knowledge and efficiency.

      4. Effectively ensures Maui County FCU remains competitive with electronic & automated banking technologies, products and services and recommends innovative solutions to meet members’ needs

1.  Based on interactions with members and requests, identify areas of improvement and make recommendations to management on how current practices and processes can be improved to enhance members’ experience.

       5. Related duties as required or assigned.

1.  Establishes and maintains effective work relationships within the credit union.
2. Demonstrates absolute confidentiality of Credit Union, internal staff and member information.
3. Ensures that work areas are secure, safe, and well-maintained.
4. Management reserves the right to modify, add, or remove duties and assign other duties as necessary.
5. Assumes other duties as assigned.

PERFORMANCE MEASUREMENTS

Member needs are identified and addressed in a prompt manner. High member satisfaction is achieved through the assistance and referrals provided by the Member Care Specialist. 

Member transactions are processed with minimal mistakes and errors, ensuring accuracy in all member interactions.

Cross-selling and upselling goals are met through the ongoing promotion of additional Credit Union products or services to members.

Stay updated on industry trends through continuous learning to enhance your growth and knowledge base.

Regulatory requirements, Credit Union policies, and privacy guidelines are consistently adhered to.

Professional business relations exist with members and staff.

QUALIFICATIONS

Education/Certification:         High school graduate or equivalent.

Required Knowledge:              Thorough understanding of the Credit Union’s products, services, interest rates, processes, procedures, policies and regulations.

                                                    Understanding of job functions and operations at all levels of the Credit Union.

                                                    Thorough knowledge of member service operations

                                                    Knowledge of Microsoft Word, Excel, and PowerPoint programs required.

                                                    Knowledge of Credit Union’s core processor

Experience Required:               At least two years of relevant experience or equivalent

                                                    Credit Union experience preferred.

                                                    Loan experience preferred.

Skills/Abilities:                            Member service-oriented personality with strong commitment to excellence

                                                      Excellent listening and ability to communicate clearly both orally and in writing

                                                      Able to respond to an ever-changing volume of telephone calls, emails, etc and other high-stress situations while remaining calm

                                                      Demonstrated sales ability and member relationship development

                                                      Positive attitude and professional, courteous personality conducive to dealing with co-workers and members

                                                      Well organized and able to multi-task and adapt to change

                                                      Excellent computer skills, proficient with core system and MS Office Products, including but not limited to: Outlook, Word, Excel and Teams

                                                      Ability to handle confidential information professionally, maintaining the privacy of the employee and member

                                                      Ability to work independently and in a group situation which encourages a team environment

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking:                                         Must have effective interpersonal communication skills, both written and verbal

                                                       Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Finger Dexterity:                           Must possess typical level of coordination ensuring the ability to type effectively using a standard computer keyboard.

Hearing:                                         Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion:                         Movements frequently and regularly required using the wrists, hands, and/or fingers.

Visual Abilities:                               Normal visual acuity necessary to prepare or inspect documents and operate equipment.

Physical Strength:                          Physically able to perform work as scheduled in a typical office environment. May occasionally be asked to lift up to 30 pounds.

WORKING CONDITIONS

 None: No hazardous or significantly unpleasant conditions (such as in a typical office).

 MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

 Reasoning Ability:                           Ability to apply logical or scientific thinking to define problems, collect data, follow directions, establish facts, and make sound decisions.  

                                                            Able to interpret a variety of technical instructions and can deal with multiple variables.

                                                            Requires alertness, concentration, and attention to detail

                                                             Requires the use of good judgement when dealing with difficult or uncomfortable situations

Mathematics Ability:                           Knowledge of basic math skills. 

Language Ability:                                 Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.  

                                                               Ability to clearly document policies, procedures, and instructions that conform to prescribed style and format.