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Member Support Representative

Job Description:

Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information
Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements
Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords
Send members information and forms via DocuSign
Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries
Generate member interest in Credit Union Products and Services, making referrals when appropriate
Research information to resolve member requests and concerns, working closely with supervisors and other departments
Escalate issues in a timely manner to ensure service level agreements are met
Track trends and system issues to ensure accurate reporting to appropriate lines of business and management
Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines
Document member interactions accurately and clearly in our Customer Relationship Management system
Perform outbound service calls for afterhours calls and solar loan welcome calls
Complete required security and regulatory online training modules
Stays current with eMails, Knowledgebase, and Intranet content
Perform other duties as assigned by Call Center Manger
Maintain complete confidentiality of member, employee, and Credit Union information

Requirements:

1 to 2 years’ Call Center, Teller or Retail experience required
High school diploma, GED or equivalent
Ability to write effectively in English using correct spelling and grammar
Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism
Ability to actively listen to fully capture needs and match sense of urgency
Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key
Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom
Moderate keyboard skills at 40 wpm
Familiar with Customer Relationship Management (CRM), database and document storage systems.

Benefits: