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Member Experience Representative

3 months ago

Glendale, United States Credit Union West Full time
Job DescriptionJob Description

Credit Union West has been named a ‘Top Company to Work for in Arizona’ for the 12th year in a row (2013-2024) This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.

Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following:

  • Full-time employees receive 100% paid health, dental & vision insurance
  • Earn incentives up to 15%, depending on position
  • 401K plan with employer matching funds up to 5%
  • Profit Sharing
  • Tuition reimbursement
  • Gym membership reimbursement
  • Paid time off for holidays, vacation, and sick days
  • Diverse and inclusive workplace
  • Credit Union West membership and discounts


Be part of our award-winning team



Position Summary


Enhances the quality of life for our members by embracing the organization’s mission and core values. This contact center position will provide an industry leading member service experience. Ensures prompt and accurate service while utilizing a needs-based referral approach that deepens member relationships, trust, and loyalty. This position supports member inquiries, requests, and concerns related to transactions, account information, account maintenance, and digital service channels.



Essential Functions & Additional Responsibilities


50% - Contact Center Activities – Efficiently and accurately supports a high volume of member phone calls in a courteous, helpful, and professional manner. Observe context and conversational cues and clues to identify product and service solutions to needs that are presented or emerging. Follows member verification procedures and asks questions to mitigate fraud. Responsible for meeting key metrics including service levels, abandon rates, wait times and member service/survey ratings.


20% - Digital Member Support - Assists members through digital channels such as phone, and email, ensuring professional communication through all channels. Establishes member relationships by ensuring responsiveness and regular follow up. Encourages members to adopt digital services.


15% - Sales and Service – Consistently demonstrates behaviors that reflect the mission, core values and service standards of the Credit Union. Actively engages in open ended conversations with members to identify opportunities to offer the appropriate products and services to meet the members financial needs. Responsible for achieving referral objectives.


10% - Member Maintenance – Assists members with a wide range of services such as online banking, direct deposit, automatic transfers, and account maintenance from digital channels as well as ground mail. Completes requests in a timely, professional, and skillful manner while ensuring all documentation is accurately stored within applicable credit union systems.


5% - Performs other duties as assigned.



Education:


A high school diploma or G.E.D.


Experience:


0-1 years of customer service experience, preferably in retail, call centers and/or financial services. Sales experience preferred.



Skills & Competencies


• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.