Member Services Officer - Call Center

POSITION PURPOSE

The Member Service Officer – Call Center is responsible for providing “wow” level service to both members and co-workers in a call center environment. Through effective listening and knowledge of our products and services, the Member Service Officer satisfies our members’ needs and effectively resolves their concerns.

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ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Provides assistance to members in all areas relating to their financial needs (questions, transaction requests, complaints, etc.), while assisting them in the selection of appropriate products and services.

2. Exercises maintenance and servicing on all types of accounts.

3. Possesses strong oral and written communication skills to explain Credit Union policies and to resolve basic member concerns in a professional and personable manner.

4. Evaluates member calls, resolves or directs calls to appropriate personnel as needed, and adheres to the standards of service quality and statistical performance measures during all member interactions.

5. Achieves established goals for solutions and superior member service.

6. Actively participates in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service.

7. Self-starter, can easily work with limited supervision

8. Maintains up-to-date knowledge of all federal regulations

9. Perform any other duties as assigned.

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PERFORMANCE MEASUREMENTS

1. Policies, goals, and procedures are established which further the strategic plans and objectives supporting the mission and vision of the Board of Directors of MC Federal Credit Union.

2. Professional relationships are established with business contacts and professionals as well as all members of the credit union

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QUALIFICATIONS

EDUCATION/CERTIFICATION:

High school diploma or equivalent GED.

REQUIRED KNOWLEDGE:

· Basic financial institution knowledge including relevant laws, regulations, policies, and procedures.

· Basic computer and phone operation knowledge, including Microsoft Office Suite

EXPERIENCE REQUIRED:

· One year of financial institution experience in a call center, customer service, or other related field.

SKILLS/ABILITIES:

· Excellent written and verbal communication skills including a polished phone manner and technique

· Ability to cross sell products and services to deliver solutions

· Excellent organizational, analytical and problem-solving abilities

· Dedicated work ethic with personal and professional integrity

· Ability to undertake and complete multiple tasks, meeting deadlines

· Strong desire to improve the lives and financial wellbeing of our diverse membership

· Commitment to the credit union philosophy of “People helping people” and MC Federal Credit Union values

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PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:

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

AVERAGE HEARING:

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

AVERAGE VISUAL ABILITIES:

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

PHYSICAL STRENGTH:

Sedentary work: sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

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WORKING CONDITIONS

No hazardous or significantly unpleasant conditions (a typical office environment)

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MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

Ability to take issues from members and work through a logical scenario to come to a resolution to the issue

MATHEMATICS ABILITY:

Must have basic mathematical skills with little or no errors in calculations

LANGUAGE ABILITY:

Must have the ability to speak fluently, clearly and concisely

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INTENT AND FUNCTION OF JOB DESCRIPTION

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by the Board of Directors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

EEO STATEMENT:

MC Federal Credit Union is an equal opportunity employer. It is the policy of MC Federal Credit Union to afford equal employment opportunity and to recruit, select, hire, train, transfer, and promote individuals in all job titles regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, and veteran status.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Experience:

• Client Services & Customer Support: 1 year (Preferred)
• Banking: 1 year (Preferred)
• Financial Institution: 1 year (Preferred)

Work Location: In person

Salary : $14 - $17