Member Solutions Specialist (Call Center)

About the Role

The Member Services Representative is the first point of contact for inbound and outbound member calls, responsible for delivering an outstanding service experience in a call center environment. This role ensures Neighborhood Credit Union provides an excellent member experience by responding promptly and accurately to member concerns and offering additional products and services to enhance their financial wellbeing.

This motivated problem solver will focus on providing timely and accurate solutions using multiple software platforms, seamlessly navigating systems to resolve member concerns and exceed expectations. The role involves performing a broad array of support services, including promoting credit union products, resolving disputes, handling transactions, and assisting members with online and mobile services.

Responsibilities

• Create an exceptional member experience with effective and timely performance of assigned functions.
• Use professional phone etiquette to serve as a knowledgeable, friendly, and caring resource for members in a high call volume environment.
• Actively listen to members' needs, ask probing questions to understand concerns, and ensure operational issues are addressed.
• Handle a wide range of deposit account inquiries, transactions, and maintenance needs, including updates, discrepancies, and research.
• Manage general loan product inquiries, transactions, and maintenance needs related to rates, terms, payments, insurance, and skip-a-pays.
• Troubleshoot, report, and resolve issues impacting members' access to digital platforms, debit cards, and other vital services.
• Meet productivity KPIs to ensure optimal service delivery and member satisfaction.
• Ensure accurate completion of tracking and statistical reporting.
• Maintain adherence and compliance with all laws, rules, and regulations, including Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC, Regulation E, and the Privacy Act.
• Establish and maintain effective working relations with colleagues and management.
• Maintain professionalism and effective communication when interacting with others.
• Engage in individual coaching sessions to continually enhance service delivery.
• Take accountability and ownership of situations by conducting research before requesting assistance.
• Keep supervisor informed of general activities and escalate concerns as needed.
• Stay abreast of product knowledge and financial education to ensure effective professional relations with members, financial institutions, and merchants.
• Engage in learning activities to promote job expertise, continued development, and outstanding service delivery.
• Identify opportunities to deepen member relationships by proactively providing information about promotions or new products.
• Develop member trust by providing accurate information and acting in their best interest.
• Function as a liaison representing the needs of Neighborhood Credit Union to maintain and enhance vendor/partner relationships.
• Perform related duties as required or assigned, including assisting other departments to provide an excellent member experience.
• Actively attend and participate in meetings as required.
• Maintain a clean, secure, and well-organized work area.

Services Provided

• Update account information, including adding or removing account services.
• Open and close accounts.
• Respond to inquiries about rates and renewals, including IRA accounts.
• Resolve savings, checking, and loan account concerns, discrepancies, and disputes.
• Assist members with logging into Online and Mobile banking, utilizing the Digital Assistant, chat, and chatbots.
• Respond to inquiries about online services offered.
• Perform approved transactions such as transferring funds, mailing check withdrawals, and assisting with bank-to-bank wire services.
• Retrieve prior periodic statements and handle other monetary and non-monetary requests.
• Respond to questions about credit, debit, checks, ACH, Zelle, and other payment services, as well as all other products and services.