Full- Time Contact Center Member Consultant

Job Summary

This position provides outstanding service experiences and builds member relationships by suggesting appropriate Credit Union solutions, answering questions, resolving issues, and conducting transactions by various means.

About the Role

Be prompt, ready, and logged in to assist members at your scheduled times. Have a good working knowledge of products and services and their benefits. Respond promptly to member inquiries, suggestions, requests, and concerns. Manage and complete actions needed for fraud/identity theft/disputes. Maintain knowledge and utilize software applications to provide efficient service. Adhere to the clean desk policy and open/close calls professionally. Complete compliance training and participate in business development activities. Perform member service duties as needed, including opening accounts and handling transactions.

Responsibilities

• Be prompt, ready, and logged in to assist members at your appropriate scheduled time.
• Have a good working knowledge of products and services and their benefits.
• Respond promptly to member inquiries, suggestions, requests, and concerns.
• Manage and complete actions needed for fraud/identity theft/disputes.
• Maintain knowledge and utilize software applications to provide quick and efficient service.
• Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
• Complete compliance training and testing when appropriate.
• Participate in business development activities including community partner relations.
• Perform member service duties as needed to serve member needs, including opening personal accounts and specialized accounts.
• Stay up-to-date on product and service changes and troubleshoot digital services.
• Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
• Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member.
• Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification.
• Take loan applications as appropriate and provide payoff information when requested.
• Perform all other duties as assigned.

Requirements

• Regular attendance and timeliness are essential functions of this position.
• Must be able to sit or stand for a significant period of time and perform functions that require manual dexterity.
• Must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds.
• A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.
• Follows regulatory and policy compliance requirements, including BSA, OFAC, and AML Regulations, and maintains confidentiality with regard to non-public information about members and the Credit Union.

Qualifications

• Pursue opportunities for professional growth and development through training, education, and self-study.
• Successfully complete all applicable compliance training and testing.
• Equivalent to a minimum of one year up to three years of similar or related experience, including preparatory experience.
• A high school degree or equivalent.

Knowledge, Skills, Abilities And Personal Characteristics

• Knowledge of: Credit Union products and services, Consumer Lending loan products, IRA, HSA, and Trusts, Visa Cards, Microsoft Office Suite, Technology and various software programs.
• Ability to: Maintain accuracy, carry out Credit Union mission, philosophies, values, and practices, solve practical problems and deal with variables in situations, multitask and make decisions in a fast-paced environment, organize and prioritize to make deadlines, communicate effectively and efficiently in a timely manner, speak with confidence and clarity, adapt professional style to the needs of the members, maintain confidentiality and professionalism.
• Skill in: Strong verbal and written communication, the ability to serve members through digital banking messages, e-mail, and live chat forums, participate in a productive team environment.

Regulatory Compliance & Confidentiality

Follows regulatory and policy compliance requirements, including BSA, OFAC, and AML Regulations, and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance related Policies. Maintains confidentiality with regard to non-public information about members and the Credit Union.

Equal Opportunity Employer

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.