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Jobs · New Hampshire

Member Care Representative I

Lighthouse Credit Union · Dover, NH · Yesterday
Full-time

About the Role

Under close supervision of management, the Member Care Representative I assists members and all other callers with telephone requests following proper security and verification procedures. The role handles routine member inquiries, responds to caller issues, and educates callers about appropriate products and services to provide a one call resolution environment. The Member Care Representative I focuses on accurate, high-quality service and demonstrates interpersonal awareness and skills by handling interactions in a professional manner to deliver integrity and profitability.

Leadership Competencies

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our leadership competencies aim to foster a culture of continuous growth and agile leadership. We all hold ourselves accountable to the following:

  • Demonstrates Interpersonal Awareness & Skills: Emphasizes effective communication, relationship building and teamwork. You will demonstrate active listening, clear communication and contribute beneficially to team dynamics.
  • Embraces Change & Learning: Focuses on adaptability, personal development and the advocacy and embracing of progressive change. You will actively engage in personal development, embrace change enthusiastically and support team members in their growth.
  • Utilizes Critical & Creative Thinking: Underlines the importance of innovative problem solving, challenging the status quo and strategic thinking. You will actively look for and share opportunities for improvement, show open-mindedness to new ideas and professionally challenge inefficient processes.
  • Takes Personal Ownership: Focuses on taking responsibility for performance goals, proactive collaboration and accountability. You will be actively engaged in setting and achieving performance goals, take responsibility for personal action and decisions and seek opportunities for self-improvement and skill development.

Responsibilities

  • Assists members and potential members with telephone or electronic requests.
  • Utilizes critical and creative thinking for problem resolution and to foster a one call resolution environment with the best desired result.
  • Takes personal ownership to fulfill member requests and seeks opportunities to deepen member relationships by promoting the credit union's products and services.
  • Maintains regular member follow up and maintenance via a customer relationship management system.
  • Adheres to credit union policies and procedures and complies with all regulations related to the position.
  • Follows and adheres to the Credit Union's policy regarding attendance and punctuality.

Qualifications

  • Goal-oriented, sales focused and driven for results.
  • Effective communicator, engage with members and build relationships regarding product and services.
  • Ability to prioritize tasks and attention to detail.
  • Familiarity in a professional, service focused and fast-paced environment.
  • Courtesy, tact, and diplomacy.
  • Working knowledge of Microsoft Office products.
  • Frequent interactions with the public over the phone or through electronic channels.

Education & Experience

  • High school diploma or equivalent.
  • One to twelve months of experience in a member/customer service role.
  • Previous sales experience preferred.

Work Arrangement

The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. We are looking for an individual that can work in the office in Dover two days a week in person.

Benefits

  • Financial Relief & Support: Student Loan & Tuition Assistance; Employee Loan Discounts; Weekly Paychecks; 401(k) with Employer Match & Profit Sharing with immediate vesting.
  • Time Off: Lighthouse Leave Program (paid time off for major life moments); Volunteer Time Off (VTO); PTO plus Paid Federal Holidays; Balanced Schedule with branches closed by 5pm and on Sundays.
  • Health & Wellness: Comprehensive Medical, Dental & Vision Plans; HSA/FSA Options; Discounted Pet Insurance; Employee Assistance Program (EAP) available 24/7.
  • Culture & Connection: Annual Bonus Program; Engagement Groups (Pride at Work, Women in Leadership, Book Club, and more); Ongoing Training & Career Growth; Annual Summit & Team Outings.

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