Member Experience Associate

About the role

This position reports to the Manager, Member Experience. The role involves providing expedient and efficient assistance to all types of member inquiries, primarily through phone contact, using a number of different systems and programs. It also includes cross-selling Landmark products and services.

Responsibilities

• Answers members' phone inquiries regarding services and their personal accounts, finds solutions for problems or errors, and corrects them.
• Performs transactions for the members per telephone request.
• Educates members in order to self-serve, achieve first call resolution and reduce the amount of future contacts.
• Utilizes various third party systems.
• Proactively cross-sells other credit union services to the members.
• Performs other duties as assigned.

Requirements

• A high school diploma or equivalent.
• A minimum of two years of prior customer service experience.
• Bilingual (English/Spanish speaking) candidates preferred.
• Experience or ability to gain proficiency in all programs and systems used for this job.
• Excellent verbal and written communication skills.
• Problem solving skills.
• Organizational skills.
• The ability to work independently.
• To develop a thorough understanding of company policies and procedures as they relate to the position.
• To comply with all company policies and procedures and all job-related state and federal laws and regulations.

Qualifications

None specified.

Skills

None specified.

Benefits

None specified.

Pay

Not specified.

Schedule

Not specified.