Member Service Specialist, Contact Center

Duties & Responsibilities

• Provides an unsurpassed level of member service, meeting and exceeding their expectations with every interaction.
• Responsible for having a thorough knowledge of all products and services offered by the credit union, including but not limited to shares, consumer loans, and e-services.
• Provide telephone and virtual coverage for the Contact Center which has the responsibility of providing credit union services to members via the telephone, internet, mail and the Face2Face video service.
• Participates in the Sales Incentive Program, providing Consumer and Real Estate loan referrals to Loan Experts or Branch Managers.
• Open new share IDs and, through the interview process, cross-sell additional products to best benefit the member needs, and meet Contact Center goals.
• Explain credit union services and prepare forms necessary for those services and either mail or DocuSign to members in a timely manner. Follow correspondence through to a timely end and ensure that member issues are resolved.
• Efficiently provides servicing for all accounts and loans issues or concerns. Ensures that requests are processed correctly and completed in a timely fashion. Escalates more complex issues to management as appropriate.
• Follows policies and procedures applicable to the MSS position to maintain compliance with government and credit union regulations, including but not limited to the Bank Secrecy Act.
• Perform and assist with FNY Express Teller transactions as needed to ensure an unsurpassed level of service is provided to members.
• Maintains a positive attitude with members and a cooperative attitude with other employees.
• Thoroughly explain to member interest rates and how they are computed and disclosed.
• Excellent communication and writing skills necessary to assist Live Person Requests.
• Well versed in Online Account Opening and My Deposit, home and mobile banking suite of products in order to provide excellent member service.
• Process and approve checks deposited through home and mobile banking.
• Complete asset verification requests from Social Security/Medicaid.

Requirements

• High School graduate.
• Previous financial branch credit union/bank experience.
• Must be able to respect confidential information.
• Must have a working knowledge of a PC, and a thorough knowledge of the core operating system.
• Must have excellent verbal communication skills including impeccable telephone skills.
• Must possess a desire to cross sell members during incoming and outbound telephone calls or internet email.
• Must maintain a positive attitude with members and a cooperative attitude with other employees.
• Must have excellent processing/information gathering skills.
• Must have good typing/word processing skills.
• Must have excellent organizational skills.
• Must be comfortable multitasking in a fast-paced environment.

Work Schedule

Monday: 8:45am - 6:00pm
Tuesday: 9:00am - 6:00pm
Wednesday: 9:00am - 6:00pm
Thursday: 9:00am - 5:00pm
Friday: 9:00am - 5:00pm
Saturday: 8:45am - 1:00pm

Work Location

Fully On-Site