Member Care Support Specialist

Maintains and processes all new account applications in Meridian Link, including file maintenance and auditing.

Manage all Call Center inboxes, respond to member requests, coordinate with other departments as needed, and process SWBC messages.

Assist with requests and questions about products and services, including deceased accounts, IRAs, and certificates.

Resolve issues within authority and refer others to a supervisor with recommendations.

Identifies cross-selling opportunities and cross-sells services to members.

Ensures proper record-keeping and scan all documents to the designated repository.

Performs other job related duties required or assigned.

Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner.

Successfully resolve member issues with minimal escalation.

Provide informed, prompt, professional and accurate service and support to all members and employees.

Process member transactions, account file maintenance, and open new accounts with zero unresolved errors.

Proactively recommend beneficial products and services, such as eStatements and self-serve options, to eligible members and non-members.

Contribute to overall Call Center Quality Loop average of the current year's corporate goal.