Member Services Specialist I (Contact Center)

About the role

At USALLIANCE, we pride ourselves on innovation, teamwork, training and development and career planning. As part of our team, you will have the opportunity to grow both personally and professionally in an inclusive and supportive environment. Represent USALLIANCE in the community and form lasting relationships with our members and partners. The Member Services Specialist will provide exceptional member experience in all delivery channels. Implement the Credit Union’s Sales and Service standards by offering products and services to improve members’ financial position. Display a great, positive attitude and the drive to succeed.

Responsibilities

• Demonstrate a satisfactory knowledge of Credit Union products, services, policies and procedures, including promotions and special offers, during member and employee interactions.
• Assist existing and potential members by providing quality service and information in a pleasant, professional, and efficient manner via telephone, electronic communication (email, fax, web chat, video banking), or in person.
• Promptly and accurately perform member transactions and requests, including but not limited to balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
• Research member inquiries using all available resources to ensure proper follow-up and satisfaction.