Member Support Specialist - Inbound Calls

General Summary (What is done and why)

The Member Service Advisor (MSA) Service Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. Contact with members is via inbound & outbound phone calls. This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines. MSA is responsible for effectively diagnosing and solving member’s problems.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Act as the primary source of product information and service support for member and staff inquiries via phone, provide timely problem resolution and account maintenance. Time:65%

2. Sell and deliver all Credit Union investment and convenience products and services. Time: 15%

3. Provide accurate, complete, and consistent documentation. Time: 10%

4. Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5%

5. Participate in and contribute to training and team development. Time: 5%

Education (Minimum education required to perform the duties of this position)

• High school diploma or equivalent required.

Experience (Minimum experience required to perform the duties of this position)

In addition to the education requirement:

• Proven customer service/sales experience required.

Knowledge, Skills and Abilities (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Excellent communication skills.

• Good business writing skills.

• Computer literacy and keyboarding skills.

• Analysis and resolution skills.

• Self-motivated with demonstrated sales skills.

• Knowledge of Credit Union products, services, and banking regulations.

• Ability and willingness to adapt to continual change.

Required Competencies

• Problem Solving

• Dealing with Ambiguity

• Time Management

• Demonstrates Courage

• Drive for Results

• Interpersonal Savvy

• Customer Focus

• Integrity and Trust

• Self-Development

• Business Acumen

Mental Requirements

• Ability to identify member and staff needs.

• Ability to use good judgment and make sound decisions quickly.

• Ability to work under pressure.

• Proven problem-solving abilities.

• Ability to concentrate in a multi-task environment.

• Ability to maintain a positive attitude when resolving member/staff issues.

Tools and Equipment Used

• All available general office equipment as needed.

• All available computer software and hardware as needed.

Working Relationships/Contacts (Positions with which incumbent has frequent contact)

• Daily, personal/written/phone contact with MSA staff.

• Daily, personal/written/phone contact with Credit Union managers.

• Daily, personal/written/phone contact with Credit Union members.

Physical Demands (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading the computer screen. Must be able to talk and keyboard simultaneously. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External - Some travel may be required; however, information on environmental conditions is not available.

EOE/Vets/Disability