Member Contact Specialist (Call Center)

Position Summary

This position is responsible for providing exceptional service to our members by telephone and/or through online communication. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues. Maintains a proficient knowledge of all Credit Union products, services and programs. Adheres to all Credit Union policies and procedures, demonstrating sound judgement within established limits. Actively builds relationships with new, existing and prospective members and cross-sells products and services. Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments. Supports and promotes the Credit Union's Vision, Mission and Core Values.

Primary Responsibilities

• Serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the call.
• Complies with member identification procedures and exercises discretion when dealing with confidential information.
• Provides account information and processes member requests for statement copies.
• Researches and correct errors on member accounts.
• Performs general account maintenance on member accounts, such as address changes.
• Assists members with closing accounts. 
• Ensures compliance with all applicable regulatory requirements.
• Maintains a proficient knowledge of all Credit Union products and services.
• Explains the features and benefits of all Credit Union products and services to recommend and cross-sell as appropriate.
• Handles complex account servicing issues, account maintenance and troubleshooting including fraud.
• Assists in the set-up of Home Branch accounts.
• Resolves or refers electronic service issues including, Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
• Orders debit cards and resolves issues including disputes.
• Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
• Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.

Additional Responsibilities

• Establishes membership and opens deposit accounts.
• Coordinates the preparation and issuance of adverse action letters to members.
• Provides coverage to the Frontline as needed.

 Educational/Experience Requirements

• High school diploma or GED
• Minimum two years of similar or related experience including customer service experience.
• Minimum two years of previous Teller/Member Service Specialist experience preferred.
• Call Center or switchboard operator experience a plus.

Physical Requirements

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and see, talk or hear. The associate is frequently required to stand and walk. The associate must regularly lift and/or move 20-35 pounds and occasionally lift and/or move up to 80 pounds.

Qualifications

• Must be able to speak, read, write and understand English.
• Excellent verbal and written communication skills.
• Demonstrated professional telephone skills.
• Positive, outgoing personality and a "can-do" attitude.
• Demonstrated knowledge of all frontline processes and procedures.
• Ability to make decisions and solve problems timely.
• Demonstrated knowledge of Electronic Services.
• Proficient computer skills and the ability to work in Window-based systems/Microsoft applications.
• Bilingual language skills a plus.
• Ability to work various schedules and on Saturdays as needed.
• Ability to travel to other branches as needed.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.