Member Connections Specialist - Call Center Representative

About the role

You will serve as the liaison between our company and its current and potential members through phone calls, emails and chats. The successful candidate will effectively solve member issues, complaints, and inquiries—including simple banking transactions—while keeping member satisfaction at the core of every decision and behavior. You will also educate members on credit union products and services that will help them be financially successful.

Responsibilities

• Manage large amounts of inbound/outbound calls and chats in a timely, professional, and efficient manner
• Identify members’ needs, clarify information, research issues, and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships with members and coworkers by going above and beyond
• Contribute effectively to individual, department, and organizational goals
• Possess a basic understanding of banking and/or credit union regulations
• Be positive and act as a team player within the department and the credit union
• Assist all areas of the credit union, as needed
• Follow Bank Secrecy Act (BSA) policies and procedures as they relate to this position
• Other responsibilities as assigned

Requirements

• High School diploma required; Associate’s or Bachelor’s degree preferred
• Previous experience in a customer support role/call center environment
• 2+ years financial/banking experience preferred
• Proven superior customer service skills, including ability to cross-sell products and services
• Strong phone and verbal communication skills, along with active listening
• Good written/chat communication skills
• Ability to multi-task, set priorities, and manage time effectively
• Team player with high attention to detail, accuracy, and thoroughness

Schedule

40 hours/week
Monday through Friday, some Saturdays

Benefits

• Health, dental, and vision insurance
• Health Savings/Flexible Spending accounts
• 401(k) and pension plan
• Life insurance and supplemental insurance
• Paid time off: Vacation time, Sick time, and Paid Holidays
• Employee referral program
• Plus much more