Member Service Representative

Duties & Responsibilities

• Determine member needs and educate them on appropriate beneficial products and services.
• Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
• Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
• Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
• Process account transactions accurately at the request of the member.
• Research member questions and accurately communicate the resolution or process to resolve.
• Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
• Advocate, promote and create honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.

Requirements

• Education and Experience Requirements: High school diploma or equivalent. One (1) year of experience in a financial institution or customer service position.
• Required Knowledge, Skills And Abilities: Ability to function and thrive in a high-volume, high production environment. Ability to multi-task and adapt to change with systems, processes, and procedures. Ability to work effectively individually and within a team environment. Self-motivated individual driven by goals. Ability to maintain a high level of confidentiality. Effective conflict resolution and communication skills. Ability to adhere to a daily schedule to meet the needs of our members. Must be able to be bonded.
• Preferred Knowledge, Skills And Abilities: Associate or bachelor’s degree. Knowledge of credit union services and products.

Physical Requirements

• Must be able to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach or stand for extended periods of time.
• Must be able to sit and use a computer for extended periods of time.

Working Conditions

• This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities.
• This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.