Member Support Specialist - Inbound Calls

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. Contact with members is via inbound & outbound phone calls. 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. MSA is responsible for effectively diagnosing and solving member’s problems.

Responsibilities

• Act as the primary source of product information and service support for member and staff inquiries via phone, provide 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

• High school diploma or equivalent required.
• 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