Member Service Representative I - Member Connect

About the Role

Provide excellent member service by effectively and accurately resolving issues, providing information on member accounts and/or credit union products and services through phone channels. Consistently demonstrate and utilize excellent verbal and written communication skills in a fast-paced contact center environment, with a priority on excellent member service. Maintain a high degree of accuracy when performing maintenance on member accounts in accordance with credit union policies and procedures.

Responsibilities

• Consistently provide excellent member service within a multi-channel environment.
• Answer both general and specific service-related information concerning credit union products and services.
• Handle member issues and complaints, collaborating on solutions with contact center supervisor or team lead when appropriate.
• Handle various transaction requests from members including but not limited to shares to loan payments, share withdrawals, check orders, share certificates, line of credit advances, payroll deduction, direct deposit, credit card and ATM cards.
• Assist members with online and mobile banking related inquiries including online banking access, password reset, digital channel troubleshooting, and bill payment inquiries.
• Ensure fraud prevention processes are followed without exception, with an understanding of when to escalate member issues for various fraud processes (release/deny check holds, mobile deposit approve/deny, excessive transfer requests, etc.).
• Stay up to date with comprehensive knowledge on all relevant credit union products and services.
• Comply with current credit union and contact center policies and procedures, and all regulatory compliance guidelines.
• Meet or exceed departmental goals and objectives, including service and availability requirements.
• Other related duties as assigned.

Requirements

• High school diploma or GED required.
• 2+ years banking experience and/or contact center experience required.

Skills

• Ability to operate a soft phone and headset system.
• PC proficiency in desktop and smartphone devices as well as MS Office Suite software.
• Excellent verbal and written communication skills.
• Critical thinking and problem-solving ability.
• Strong attention to detail and organization.
• Ability to de-escalate member concerns professionally.
• Ability to work independently and as a team player.
• Ability to accurately type 40 words per minute.
• Friendly, patient, and calm under pressure.
• Bilingual ability a plus.

Working Environment

Work is generally carried out in a typical open office setting. While performing the duties of this job, the working conditions are those of a typical office environment, with temperatures occasionally too warm or too cold, moderate noise levels, and under lighting conditions typical of an office. Possibility for some remote work as needed.

Physical Requirements

While performing the duties of this job, the employee is regularly required to:

• Sit at a desk and in meetings for long periods of time on a continuous basis.
• Intermittently twist to reach equipment surrounding desk.
• Perform simple grasping and fine manipulation with fingers.
• Reach with hands and arms.
• Use a telephone or other electronic communication devices.
• Stand for long periods of time at counters or printers.
• Communicate orally and through written means.
• Use standard office equipment such as computers and printers.
• Write or use a keyboard to perform assigned duties.
• Bend, squat, climb, kneel, and twist while checking equipment.
• Occasionally stand and/or walk over both even and uneven ground.
• Occasionally lift and/or move up to 25 pounds.
• Maintain hearing and vision within normal ranges with or without correction.

Successful candidates must pass pre-employment credit checks, background checks, and drug screens.