Member Experience Associate

About the role

Provides expedient and efficient assistance to all types of member inquiries, primarily through phone contact, using a number of different systems and programs. Cross-sells 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

• High school diploma or equivalent
• Minimum 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
• Ability to work independently
• Must develop a thorough understanding of company policies and procedures as they relate to the position
• Must comply with all company policies and procedures and all job-related state and federal laws and regulations