What are the responsibilities and job description for the Contact Center - Member Service Specialist position at UMassFive College Federal Credit Union?
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Position Summary:
Contact Center Member Service Specialists serve as the primary point of contact for members, providing high-quality member service across voice and messaging channels. The Contact Center Member Service Specialist is responsible for identifying opportunities that create value for members by improving financial outcomes, increasing convenience, saving time, fostering peace of mind, and expanding financial literacy.
Essential Functions:
· Engage current and prospective members in conversations about their banking and financial needs through inbound and outbound calls, secure messaging, email, and live chat.
· Assist members with financial transactions; digital banking and mobile app support; debit and credit card inquiries; loan payments; account research; general questions and concerns; product and service referrals; loan applications by phone; and online account and membership processing.
· Recommend appropriate financial solutions, including deposit and loan products, optional loan protection, and referrals to Wealth Management Advisors, Commercial Services, Mortgage Consultants, and Money Guides.