MCC Service Specialist

Department: Member Contact Center

Reports To: MCC Assistant Manager

Classification: Non-Exempt

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, California and Idaho counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role:

Greets and assists members with active listening skills providing accurate information and service to members. Demonstrates knowledge of Rogue's vision and mission philosophies, using the Service Promises to build Loyal Members through each individual member experience.

Essential Functions & Responsibilities:

50%    Provides unsurpassed member/potential member service experiences. Greets members by telephone, email, or any other remote channel in a friendly and professional manner using the five Service Promises to assist, resolve and complete members requests. Includes but is not limited to transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance and other operational tasks as determined or other member assistance items.

25%    Completes member requests received via phone, email or any point of member contact through electronic means, including but not limited to: in-depth online banking, bill pay, ATM/Visa/Debit, loan, technical/transaction research and general maintenance. Works with members and other resources to find answers and resolution. Takes ownership of situations within authority limits or refers to others within the credit union as needed.

20%    Maintains effective level knowledge of all credit union departmental products/services/processes, identifying cross sell/referral/trend opportunities. Participates in credit union promotions. Maintains a high level of technical knowledge to successfully perform all duties.

5%     Assists other departments as needed; proactively performs other duties as needed or assigned.

Knowledge & Skills:

Experience: One month to twelve months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves contact with people beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information.

Other Skills: Excellent communication, listening and telephone skills. Professional demeanor; extensive technical knowledge with excellent computer/keyboarding skills; 10 key calculators; with a minimum typing speed of 40-45 w.p.m. High ability to multi-task and make decisions with minimum information, possesses the ability to effectively work in multiple systems simultaneously. Has knowledge in using computer search engines and in-depth knowledge of major consumer browsers to effectively identify potential issues impacting electronic services. Has the ability and aptitude to learn and maintain knowledge in a multitude of web-based systems/processes. An effective level Member Service Specialist will be self-sufficient and perform their role with minimal supervision and oversight.

Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as preparing and analyzing data and figures, transcribing, viewing a computer terminal and extensive reading.

Work Environment: Requires working Saturdays. Normal workday with occasional overtime or unpredictable schedule. This position requires attendance at meetings and events in the evenings and on weekends. Exposed to potentially hazardous condition, i.e., robbery.

Disclaimer:

Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295. 

This Job Description is not a complete statement of all duties and responsibilities comprising the position.