Member Care Specialist

Founders Federal Credit Union helps our members attain their financial goals. Our innovative services, convenient locations, and friendly employees are dedicated to our members and their financial future. Founders Federal Credit Union is strongly committed to providing the highest level of quality service to our members. We realize our outstanding, dedicated employees make it all happen.

Do you have customer service or call center experience and in search for a long-term career? If so, this position may be the right fit for you We are in search of an individual who is motivated by learning new concepts and continual interaction with others. The ideal candidate will be dependable, courteous, professional, able to calm upset callers, and have a positive attitude. Ability to communicate fluently and effectively in both English and Spanish is desired, but not required.

Individual must be have reliable transportation with the ability to work on-site. Initial training as well as supplemental training will be completed at a training center in Lancaster, SC or Rock Hill, SC.

Don't meet all of the requirements below? We would still love to hear from you

Responsibilities and Duties:

A Member Care Specialist is responsible for handling all incoming calls regarding a variety of requests using first call resolution. Will have knowledge of all products and services offered by the Credit Union as well as excellent member service skills. This individual uses their knowledge to solve issues, provide out of the box solutions for members, and demonstrates the ability to show empathy towards the members.

Additional responsibilities include, but are not limited to:

• Assist membership via telephone and/or mail by providing service and information in a pleasant, professional, and efficient manner on all our services. Inbound call management, including one call resolution for the member as first level troubleshooting and triage for member concerns.
• Exhibit a thorough knowledge of the credit union’s products and services as well as demonstrate ability to successfully use multiple computer programs/systems to research account-related questions from members. Keep abreast of new or changes in products, procedures, technology, etc. by participating in educational opportunities as they arise.
• Understand and explain the eligibility requirements for membership. Perform account maintenance, order checks, mail forms, send applications and assist members with any problems they may incur with our services, while being aware of call volume and continuing to handle incoming calls.
• Handle the complex accounts of credit union members accurately. Perform computer transactions for members according to procedures set forth in the manual.
• Supply members with information on interest rates, savings accounts, certificates, or any services offered by the credit union.
• Subject matter experts for Online Banking, BillPay, Mobile Deposit, Savvy Money, Online loan, and account opening processes.
• Responsible for overall plastic card maintenance, such as issuing cards, blocking cards, and assisting with problems. Assist members with questions associated with card products and card alerts.
• Complete proper dispute forms for debit and ATM card.
• Remain aware of and identify potentially fraudulent activity, safeguarding the Credit Union from any potential losses.
• Monitor and keep abreast of all Credit Union promotions and marketing materials sent to the membership and ensure you are prepared to answer any questions the member may have on these materials.
• Perform extensive verification via phone for members prior to making any account changes or giving account sensitive information. Make a concentrated effort to identify/authenticate each member and be always courteous and pleasant.
• Respond to inquiries, resolve problems, and fulfil member requests by researching and exploring alternative solutions and completing transactions in a timely and professional manner. If unable to assist members with relevant information in a timely manner, request assistance from team leader as needed.
• Understand and recognize FFCU products and services and be comfortable cross selling Call 24, Online Banking, Mobile Banking, eStatements, Debit/Credit Cards, ATM cards, etc.
• Provide credit union information to potential members, and mail/email promotional materials as needed.
• Identify and recommend process improvements or new products based on member interactions to enhance the members’ experience and improve retention.
• Recognize, document, and alert the supervisor of trends in member calls.
• Comply with Founders’ policies and procedures, as well as applicable laws, regulations, and statuses issued by federal agencies such as NCUA and FFIEC, including, but not limited to, GLB and BSA. Employees have legal and regulatory obligations to respect and protect the privacy of information and its integrity and confidentiality.
• All other duties as assigned.
• Once independence and proficiency are achieved, Member Care Specialist will be eligible for promotion to Member Care Specialist II.

JOB SPECIFICATIONS:

A high school diploma is required, and previous customer service experience is preferred.

The Member Care Specialist I must be able to gain a good understanding of credit union products and services. Individuals must possess excellent problem-solving, listening, communication, and member service skills to serve the membership, via telephone, providing service and information in a pleasant, professional, and efficient manner on all our services. In addition, the Member Care Specialist I must have a strong work ethic with the ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.

Basic computer literacy is required specifically in Microsoft Office products and SharePoint. Individuals should be able to learn and navigate new applications quickly. Familiarity with the credit union’s guidelines and procedures on checking accounts, savings accounts, plastic card products, and loan products is helpful.

Candidate must be available Monday - Thursday 8 am - 5 pm, Friday 8 am - 6 pm. Position has the flexibility to be located at either our Corporate Headquarters in Lancaster, SC, or our Rock Hill Center in Rock Hill, SC.

*Member Care Specialist II must meet job specifications for Member Care Specialist I and be independent and proficient of all Member Care Specialist I job duties.

*Individual must remain in the Member Care Specialist position for a minimum of 1 year prior to transitioning into another role within the credit union. Exceptions made only at management’s discretion.

Benefits

The Member Care Specialist is an hourly paid position with benefits effective on the first day of employment. We proudly offer competitive income and comprehensive benefits package.

Benefits provided include the following:

• Paid Holidays
• Paid Time Off
• Family-oriented culture that values work/life balance
• Retirement Plan (401k with employer contributions + Pension Plan fully funded by FFCU)
• Comprehensive Health and Dental Insurance
• Life and Accidental Death & Dismemberment Insurance (at no cost to employee)
• Voluntary Supplemental Life Insurance coverage for employee, spouse, and children
• Health Care and Dependent Care Flexible spending accounts
• Long Term Care Plan
• Short- Term and Long-Term Disability Insurance
• Tuition reimbursement to assist with furthering education
• Certifications - Assistance with achieving and maintaining
• Fit Founders Wellness Program

A pre-employment criminal background check, drug screen, consumer credit investigation, and previous employer reference check will be required.

EOE

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