Member Service Representative I

Job Title: Member Service Representative I

Department: Contact Center

Department Location: Lunenburg, MA

Reports to: Senior Manager Contact Center

Career Stream: Individual Contributor

Classification: On-site

Pay Grade: 6NE

Pay Grade Range: $20.06 - $25.07

Actual compensation offered may vary from the posted pay grade range based on factors such as relevant experience, time in role, base salary of internal peers, prior performance, business sector, licensure requirements and/or skill level, and will be finalized at the time of offer.

Work Schedule: This position is full-time; approximately 40 hours per week. The hours are Monday - Friday: 8am - 6pm; Saturdays 9:00 am -12:00 pm; with an additional day off during the work week.

Position Summary: Member Service Representatives (MSRs) in the Contact Center are the primary point of contact for members, providing exceptional service and support for various banking services. They assist with inquiries related to loans, deposit accounts, online banking, and financial products, while identifying opportunities to recommend solutions that enhance the banking experience. MSRs ensure timely issue resolution and act as a liaison between the Credit Union and its members. Their primary function is to deliver excellent service, resolve issues, process transactions, and educate members on products and services to enhance their financial well-being. Referring members to business partners as opportunities arise is also a key responsibility.

Job Responsibilities:

• Answer incoming telephone calls and online chats from members daily in accordance with predetermined guidelines and provide excellent service to members utilizing high-level problem-solving skills.
• Perform transactions relating to deposit and loan accounts, utilizing a variety of systems.
• Process loan payments and payoffs, account transfers, account changes, member profile updates, online banking PIN and password resets, ACH requests, debit card limit increases, RDC and bill pay requests, account history balance, and reviews.
• Take a consultative approach in discussing the benefits of Workers Credit Union products and services.
• Resolve members' account and system issues while observing compliance regulatory requirements and credit union policies and procedures.
• Assist members with basic digital banking issues such as password resets, username resets, navigation of the website, and setting up alerts and notifications.
• Educate members on available products and services.
• Adhere to scripts and established protocols for consistent member interactions.
• Meet daily call quotas
• Achieve high satisfaction ratings in member surveys
• Demonstrate a willingness to learn and grow within the role.

Qualifications:

• Education: High school diploma or equivalent required.
• Experience: 1 year of experience in customer service or financial services.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in Microsoft Office products.
• Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.
• Exceptional attention to detail and organizational skills.
• Ability to educate and influence members regarding financial products and services.
• Commitment to delivering exceptional service and fostering member relationships.

About Workers Credit Union: Since 1914, Workers Credit Union has existed to Improve the Daily Lives of our Members. We deliver on our core purpose by partnering with our members to help them make their best financial choices and improve their financial wellness. We call this The Workers Way and this is at the center of everything we do. Through our specialized financial counseling, we are pioneering a new member experience through high-touch service and convenient technology. We have grown to over 2.6 Billion in assets and serve over 120,000 members. We are one of the top performing credit unions in Massachusetts with big plans for the future!

Benefits:

• Comprehensive medical, dental and vision plans
• Basic life and AD&D insurance, short-term disability and long-term disability
• 15 days of paid time off (PTO) per year
• Up to 16 hours of volunteer time off (VTO) per year
• 11 paid holidays
• 401(k) that includes a Safe Harbor Match of up to 4%.
• Tuition Reimbursement Program
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.