Description

As a Member Support Representative II, you play a critical role in our commitment to positively impact the lives of our members, team, and communities. Responsible for both inbound and outbound call support, you will demonstrate expertise in handling member inquiries with professionalism and efficiency, whether resolving complex issues or providing valuable guidance on our range of financial products and services. Your proficiency in executing various member transactions, including processing loan payments, making adjustments on accounts, facilitating check withdrawals, managing transaction disputes, and handling account resolutions, among others, will ensure a seamless and enriching experience for our members. Your capabilities will contribute significantly to maintaining quality control, providing digital banking assistance, and supporting members with tasks such as stop payments, quick cash loans, credit card applications, debit originations, ACH revocation, and adding/removing joint owners. Join us in making a difference and providing exceptional member support as a Member Support Representative II.

Requirements

Requirements 

• Respond promptly, professionally, and courteously to inbound and outbound calls, providing exceptional member support.
• Assists in verifying accounts and handles member correspondence with accuracy and attention to detail.
• Proactively addresses member needs, exceeding their expectations by delivering comprehensive information on our products and services.
• Demonstrates a proactive approach in anticipating and resolving member concerns to ensure their satisfaction.
• Expertly handles complex member questions and problems related to a wide range of products and services.
• Completes various financial transactions, such as transfers, loan payments, and check requests, accurately and efficiently.
• Performs account maintenance and updates related reports, records, and files promptly and with precision.
• Maintains and continuously updates comprehensive knowledge of all Credit Union products and services.
• Professionally cross-sells Credit Union services, providing valuable advice to members on solutions that align with their needs. 
• Establishes and fosters effective coordination and working relationships with coworkers and management.
• Demonstrates strict compliance with all Credit Union policies and procedures, including those governed by Bank Secrecy Act regulations.
• Completes necessary documents, reports, and records accurately and in a timely manner.
• Keeps supervisor informed of key activities and significant issues within the area of responsibility.

Qualifications 

• High School Diploma or General Education Degree (GED) is required. 
• An Associate’s or Bachelor’s degree in a related field is preferred.
• Two (2) years of customer service experience, preferably in a financial institution or call center environment.
• One (1) year of sales or lending experience required 
• Proficiency in Microsoft 365 (Excel, Word, PowerPoint, Outlook).
•  Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and maintain registration as a registered Mortgage Loan Originator (MLO).
• Availability to work Saturdays is required.