Member Care Consultant - FT

About The Role

Are you someone who loves helping people and thrives on delivering exceptional service? Join our team as a Member Care Consultant (MCC) and become a key part of our members' financial journeys! As an MCC, you’ll be the friendly and knowledgeable guide for our credit union members, offering assistance over the phone and through various multimedia channels. From answering financial inquiries to resolving account-related issues, you'll be the go-to resource, always ready to help with a smile. Your role will involve providing timely, efficient, and friendly support, ensuring every interaction leaves a lasting positive impression. With a passion for delivering superior member experiences, you’ll provide personalized advice to new and existing members, helping them navigate our products and services to meet their financial needs.

Key Responsibilities

• Member Service
• Delivers exceptional service to credit union members by actively listening, identifying their needs, and providing accurate information and solutions promptly and courteously.
• Receive and handle a high volume of inbound calls from credit union members, respond to inquiries, resolving issues, and providing guidance on various banking products and services.
• Responds to member inquiries received through various communication channels (up to two engagements at a time) such as inbound audio English and Spanish calls, chats, video calls, messages, 3rd party after hours support. Uses available credit union software tools.
• Follows established service standards, including call handling metrics, quality assurance guidelines, and adherence to compliance and security protocols.
• Provides members with information on their accounts and answers questions on products and services. Processes transactions and opens and/or conducts maintenance on accounts.
• Accurately documents member interactions, inquiries, and transactions in the credit union's customer relationship management (CRM) system as required.
• Answers questions, recommends corrective services to address complaints. Aids on inquiries, transactions, and problem resolution.
• Member Resolution
• Investigates and resolves member complaints, discrepancies, and disputes related to accounts, transactions, or credit union policies, escalating complex issues to the appropriate departments when necessary.
• Identifies opportunities and member / team member needs and responds quickly.
• Anticipates and resolves problems in an empathetic, thoughtful, thorough, and timely manner.
• Sales
• Actively offers and cross-sells financial solutions and recommends appropriate products and services such as savings, checking and deposit accounts, convenience services (i.e. Auto buying, Insurance and WM) and loans.
• Contact prospective and current members to present information on available loan products, deposit accounts, investment services and promotional offers to obtain additional business.
• Gathers and submits mortgage referrals to our mortgage division for follow-ups on first mortgage loans.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education And/or Experience: High school diploma or general education degree (GED) Two years financial services and sales experience or related experience and/or training; or equivalent combination of education and experience.
• Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to members.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, or oral form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to assess members’ needs and determine which financial services can best satisfy those needs.
• Computer Skills: Proficient skills navigating a PC and internet browser. Working knowledge of Microsoft 365 products (Outlook, TEAMS, Word, Excel). Working knowledge of smart phone and using APPs.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.