What are the responsibilities and job description for the Member Care Support Specialist position at Soqquadro Italiano?
Description
Nature and Scope
This position will report to the Quality Contact Center Supervisor for day-to-day supervision.
The Member Care Support Specialist must be able to work in a team environment that is empowered to make decisions based on a win-win concept for the credit union and the member.
The Member Care Support Specialist is to go the extra mile for a member and for their team. Responsibilities are very broad. They include but are not limited to internal phone calls from all lines of business within the credit union, judgment calls, escalation calls, correcting errors made by staff, and research on behalf of the member. The Operations Support Specialist will deliver exceptional and consistent member/team member service. The Operations Support Specialist will strive to take problems and make them opportunities for a stronger relationship with the member and to train and assist other team members.
This position more than any other within the credit union is expected to have an in-depth knowledge of AFCU's products and services including but not limited to: savings, checking, certificates, debit, and credit card transactions, IRA's, POA's, and account and loan maintenance.
This position must also possess knowledge of Business Accounts, Trust Accounts, Estate Accounts, and Rep Payee Accounts. Knowledge of Allegacy's Operational, Compliance, and Audit Policies and Procedures such as Shared Branch Services, Bank Secrecy Act, Customer Identification Program, and account ownership is also necessary. Additional ongoing training is required in this position. A high level of confidentially is to be used in regard to handling and reporting errors made by staff.
Specific Accountabilities
Nature and Scope
This position will report to the Quality Contact Center Supervisor for day-to-day supervision.
The Member Care Support Specialist must be able to work in a team environment that is empowered to make decisions based on a win-win concept for the credit union and the member.
The Member Care Support Specialist is to go the extra mile for a member and for their team. Responsibilities are very broad. They include but are not limited to internal phone calls from all lines of business within the credit union, judgment calls, escalation calls, correcting errors made by staff, and research on behalf of the member. The Operations Support Specialist will deliver exceptional and consistent member/team member service. The Operations Support Specialist will strive to take problems and make them opportunities for a stronger relationship with the member and to train and assist other team members.
This position more than any other within the credit union is expected to have an in-depth knowledge of AFCU's products and services including but not limited to: savings, checking, certificates, debit, and credit card transactions, IRA's, POA's, and account and loan maintenance.
This position must also possess knowledge of Business Accounts, Trust Accounts, Estate Accounts, and Rep Payee Accounts. Knowledge of Allegacy's Operational, Compliance, and Audit Policies and Procedures such as Shared Branch Services, Bank Secrecy Act, Customer Identification Program, and account ownership is also necessary. Additional ongoing training is required in this position. A high level of confidentially is to be used in regard to handling and reporting errors made by staff.
Specific Accountabilities
- Meet or exceed established service goals.
- Ensure thorough understanding of expectations and consistently exhibit Brand Behaviors of
- Adherence to work schedule
- Provide quality member service over the phone
- Handle escalated calls and situations.
- Research and correct errors on member's accounts
- Provide sound type written communication to internal and external members
- Provide guidance and education to employees on detailed transactions and products
- Ability to continually learn about credit union products, services, and promotions
- Ensure that proper documentation is disclosed to the applicant to comply with laws,
- Additional duties as assigned.