Senior Member Service Center Rep

Primary Responsibilities

• Consistently executes the behaviors aligned with All One's values and member service standards to deliver an exceptional member experience via telephone, online chat, email, message center and social media.
• Performs all MSC operational duties, including but not limited to loan log review, QC log review, ordering of office supplies, QC call reviews (to ensure call integrity, accuracy of information, member privacy, etc.).
• Responds to inquiries from members and performs necessary transactions and/or research to resolve issues (i.e. deposit products, lending products, and account discrepancies).
• Works with branches to coordinate and schedule member appointments, both digitally and in person, when needed, for a seamless member experience.
• Acts as the first escalation point for all Member Service Center Representatives for all department and member situations.
• Works alongside the management team to coach and mentor MSC staff to achieve goals and develop their abilities and potential; provides ongoing training and motivation to the team.
• Provides support to credit union members and branch staff with consumer and business digital branch products, services or programs to include trouble shooting, educating/training, and member service.
• Inputs consumer loan (i.e. auto, personal, overdraft) application requests over the telephone and/or guides members through the online loan application process.
• Digitally closes, funds and obtains all required documentation for consumer loans and recommends appropriate loan insurances to members.
• Recommends appropriate solutions to meet member needs. When needed, consults with and/or makes referrals to product specialists who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc.
• Maintains a strong knowledge of all credit union products and services to promote opportunities to introduce the member to all options available.
• Provides support, file maintenance, and troubleshooting regarding technical issues for members.
• Supports management with communicating procedure updates to the team, when processes and/or procedures change.
• Administers supervisor overrides for restricted transactions appropriately and within assigned limits to approve and take responsibility for the transactions.
• Continuously increases knowledge and skills through self-motivation, formal education, seminars, and in-house training.
• Adheres to All One Credit Union policies and procedures.

Compliance

• Complies with BSA, OFAC, and other regulations as required.