Member Service Representative

3 weeks ago

Lenexa, United States CommunityAmerica Credit Union Full time

Summary:

Job Summary

The Member Service Representative provides prompt and professional financial support and service to new and existing Credit Union members through phone calls and written communication, focusing on a positive member experience that builds and enhances member relationships to foster financial peace of mind.

Open Shifts:

  • Monday-Friday from 7am-4pm, and rotating Saturdays from 9am-2pm
  • Monday-Friday from 8am-5pm, and rotating Saturdays from 9am-2pm
  • Monday-Friday from 9am-6pm, and rotating Saturdays from 9am-2pm.
  • Monday- Friday from 9:30am-6:30pm, and rotating Saturdays from 9am-2pm.
  • Monday-Friday from 10am-7pm, and rotating Saturdays from 9am-2pm.


Duties & Responsibilities:

Duties and Responsibilities

  • Determine member needs and educate them on appropriate beneficial products and services.
  • Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
  • Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
  • Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
  • Process account transactions accurately at the request of the member.
  • Research member questions and accurately communicate the resolution or process to resolve.
  • Adhere to Contact Center scorecard requirements by meeting minimum performance goals.
  • Advocate, promote and create honest and open communication throughout the credit union.
  • Demonstrate behaviors that are consistent with the credit unions values, philosophies, and leadership characteristics.
  • Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.


Requirements:

Education and Experience Requirements:

  • High school diploma or equivalent.
  • One (1) year of experience in a financial institution or customer service position.

Required Knowledge, Skills and Abilities:

  • Ability to function and thrive in a high-volume, high production environment.
  • Ability to multi-task and adapt to change with systems, processes, and procedures.
  • Ability to work effectively individually and within a team environment.
  • A self-motivated individual driven by goals.
  • Ability to maintain a high level of confidentiality.
  • Effective conflict resolution and communication skills
  • Ability to adhere to a daily schedule to meet the needs of our members.
  • Must be able to be bonded.

Preferred Knowledge, Skills and Abilities:

  • Associate or bachelors degree.
  • Knowledge of credit union services and products.

Physical Requirements:

  • In this position, individual will be expected to lift up to 20 pounds from time to time.
  • Must be able to stoop, bend, reach or stand for extended periods of time.
  • Must be able to sit and use a computer for extended periods of time.

Working Conditions:

  • This position is expected to work in a fast-paced contact center environment, remaining in a seated position for a minimum of 2-hour intervals, and may have to travel for visits to other credit union facilities. Required to work on Saturdays from 9:00am-2:00pm.

This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent. It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities. An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.

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