Member Solutions (Call Center) Bilingual Preferred

We are excited that we are hiring for a Member Solutions 1 or 2. Within this job posting, all job descriptions and salary ranges are below.

SUMMARY:

With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for processing a wide variety of member transactions received through digital delivery channels, while consistently uncovering members financial needs, deepening member relationships. We delight our members in every interaction.

Member Solutions 1

Department: Digital Experience Center

Salary Range 6: $20.00 an hour - $26.93 an hour

Report To: DEC Assistant Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers inquiries from members regarding, including but not limited to, loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies, issuing checks, or other negotiable instruments; or any other member request concerning products and services of the credit union.
• Responding and transacting to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union. Explaining available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit.
• Ask members appropriate open-ended questions to understand their financial needs. Make applicable recommendations and/or referrals to business partner specialists to aid in members achieving their financial goals.
• Ability to learn, use, understand, and promote all credit union digital delivery channels.
• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Effectively incorporates CARES Principles in daily behaviors and interactions:

Connect – Create a welcoming, energized, and warm environment

Ask – Discover and confirm others’ needs to ensure they feel understood and known

Resolve – Take personal and full responsibility for meeting others’ needs

Elevate – Commit to long-term personal and organizational growth and improvement

Strengthen – Invest in our Numerica community and beyond.

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus minimum of 6 months year related experience and/or training as a teller/service representative, customer service with cash handling. Preferred: Relevant training in a credit union, bank or other financial institution. Bi-lingual, Spanish preferred in some markets.

PREFERRED QUALIFICATIONS:

Previous financial institution contact center experience.

Bilingual - Spanish

Member Solutions 2

Department: Digital Experience Center

Salary Range 7: $20.00 an hour - $29.54 an hour

Report To: DEC Assistant Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answers advanced inquiries from members, utilizing a variety of media, regarding loan and deposit services; credit, debit and ATM cards; account information, transfer requests, withdrawals, stop payments, check supplies; or any other member request concerning products and services of the credit union.
• Processes a variety of financial transaction for member including opening and closing certain accounts, issuing checks, issuing certificates, drafts and other negotiable instruments.
• Responding and transacting to members’ inquiries regarding the operation of accounts, access to services, account usage charges, interest rates on savings and loan products, resolving account discrepancies, and assisting members to make the most effective use of services offered by the credit union. Explaining available financial services, such as savings and checking accounts, Individual Retirement Account, Certificates of Deposit.
• Ask members appropriate open-ended questions to understand their financial needs. Make applicable recommendations and/or referrals to business partner specialists to aid in members achieving their financial goals.
• Responds to advanced level inquiries and troubleshooting on card products, Card Platform access and expert knowledge of card systems will be required to assist members at this level.
• Ability to learn, use, understand, and promote all credit union digital delivery channels.
• Acts as resource for solutions and answers to Department staff questions and takes escalated Member calls through additional support queues. Exhibits proven ability to aid escalated members and answer department specific employee questions through CARES principles, knowledge application, and troubleshooting ability.
• Proven ability and aptitude to navigate complex member interactions, troubleshoot operating systems, and complete complex transactions.
• Contributes to the organization's mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy, and respect, and making a personal effort to make members feel they belong and are important to the credit union.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies
• Effectively incorporates CARES Principles in daily behaviors and interactions

EDUCATION and/or EXPERIENCE:

Minimum: High school diploma or general education degree (GED); plus minimum of 2 year related experience and/or training as a teller/service representative, customer service with cash handling. Preferred: Relevant training in a credit union, bank or other financial institution. Bi-lingual, Spanish preferred in some markets.

PREFERRED QUALIFICATIONS:

Previous financial institution contact center experience.

Bilingual - Spanish

Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

Numerica Credit Union Benefits and Perks -

https://www-files.numericacu.com/production/documents/careers-employee-benefits-numerica.pdf