MEMBER SERVICE SPECIALIST

Major Duties and Responsibilities

• Processes transactions, answers inquiries and resolves problems or discrepancies with member accounts.
• Obtains and accurately records information required for the provision of services.
• Counsels on product selection or use, opens new accounts and processes consumer loans.
• Maintains limited occurrences and amounts of Over/Short per policy and returned checks.
• Maintains knowledge and thorough understanding of credit union processes, products and services to effectively assist members in the assigned capacity.
• Provides coaching and assists with the training of other employees as needed.
• Provides feedback to Branch Operations based on observations to identify and support continuous improvement.
• Proactively identifies and recommends products and services for the betterment of the member.
• Uses every encounter as an opportunity to advise or educate the member about additional services or programs that might benefit them.
• Maintains knowledge of product and service offerings.
• Demonstrates customer service skills, attentiveness, tact and diplomacy in dealing with members and co-workers.
• Works actively toward individual, branch and credit union goals while ensuring quality service is provided.
• Seeks opportunities for to improve efficiency and communicates to leadership.
• Troubleshoots and resolves member and internal inquiries in a timely, professional and accurate manner.
• Informs and advises member of status or enhancements to current account productivity, and suggests resolution on account disputes and other account activity.

Qualifications

High school diploma or equivalent. Experience in a customer service environment preferred. Knowledge of credit union processes, products and services. Ability to work independently and as part of a team. Strong communication and problem-solving skills. Proficient in Microsoft Office applications. Ability to maintain confidentiality and handle sensitive information.