Member Support Specialist- In-Bound Calls - Service Queue

About the Role

The Member Service Advisor (MSA) Service Queue reinforces and builds member relationships through efficient response to members' service requests and solicitation of new loan and deposit product purchases. This position is responsible for consistently exceeding member expectations by matching the full range of Credit Union products and services with an informed understanding of members' needs and making appropriate lending decisions based on established guidelines. The MSA effectively diagnoses and solves members' problems through inbound and outbound phone calls.

Responsibilities

• Act as the primary source of product information and service support for member and staff inquiries via phone, providing timely problem resolution and account maintenance. Time: 65%
• Sell and deliver all Credit Union investment and convenience products and services. Time: 15%
• Provide accurate, complete, and consistent documentation. Time: 10%
• Obtain and maintain a high level of knowledge of all Credit Union products and services. Time: 5%
• Participate in and contribute to training and team development. Time: 5%

Requirements

Education: High school diploma or equivalent required.

Experience: Proven customer service/sales experience required.

Skills

• Excellent communication skills
• Good business writing skills
• Computer literacy and keyboarding skills
• Analysis and resolution skills
• Self-motivated with demonstrated sales skills
• Knowledge of Credit Union products, services, and banking regulations
• Ability and willingness to adapt to continual change

Competencies

• Problem Solving
• Dealing with Ambiguity
• Time Management
• Demonstrates Courage
• Drive for Results
• Interpersonal Savvy
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen

Mental Requirements

• Ability to identify member and staff needs
• Ability to use good judgment and make sound decisions quickly
• Ability to work under pressure
• Proven problem-solving abilities
• Ability to concentrate in a multi-task environment
• Ability to maintain a positive attitude when resolving member/staff issues

Working Conditions

Physical Demands: Work involves standing and walking for brief periods, but most work is done from a seated position. There is potential for eyestrain from reading the computer screen. Must be able to talk and keyboard simultaneously. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Environment: Work is normally performed in a climate-controlled office environment with moderate noise levels from office equipment. No known environmental hazards. Length of day may be unpredictable, with potential for long hours to meet deadlines or special meetings. Some travel may be required.