Member Services Representative I
Member Experience
Deliver a personalized and seamless experience for members, addressing all their financial needs across multiple channels. Use training and available resources to understand our services and products, effectively communicating features and benefits to members.
Demonstrates initiative by seeking opportunities to grow in responsibility, building knowledge and expertise to assist with more complex member requests. Engage in consultative conversations with members, asking open-ended questions to uncover needs and life events, and educate them on products and services. Provide appropriate recommendations to strengthen relationships and position yourself as a trusted advisor.
Member Services
Develop expertise in identifying and assisting members with fraud, account takeover, or identity theft, making necessary account changes to protect their information, and escalating cases when needed. Open accounts, perform member maintenance requests, process transactions accurately, and support operational tasks as required.
Utilize the CRM (Customer Relationship Management) system and other tools to foster relationship-building conversations, ensuring a consistent approach to onboarding new members and expanding existing relationships. Identify consumer lending opportunities and collaborate with the centralized lending team to ensure a seamless and successful member experience.
Operational Responsibilities
Mitigate risk by adhering to relevant regulations, policies, and procedures, exercising sound judgment within established guidelines, and maintaining confidentiality. Utilize practical knowledge of digital solutions and technology to assist members and effectively address their concerns. Support daily operations of the contact center and meet member service and product needs as required by the digital channel (voice, text, chat, video, etc.).
Provide regular support to other credit union departments as needed.
Equal Opportunity Employment
First Financial of Maryland Federal Credit Union is an Equal Opportunity employer with a strong commitment to hiring for our mission and diversifying our staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, marital status, protected veteran status or any other factor protected by law.