Member Support Representative I

2 weeks ago

Windsor Mill, United States SecurityPlus Federal Credit Union Full time

Job Type

Full-time

Description

The Member Support Representative I is instrumental in championing our core directive of making every moment matter for our members. This role is dedicated to providing exceptional care and support to our members during their times of need. Your pivotal contribution will be focused on serving our members with the utmost dedication, ensuring that each interaction leaves a positive impact. Your mission will be to introduce members to our suite of services, offering informed guidance on how these can improve their financial well-being. Each day, you will engage members using your consultative skills, facilitating transactions, and guiding them to the appropriate resources. Furthermore, you will play a key role in supporting the efficient operation of our team, contributing to our collective success, and perpetuating our vibrant and fulfilling work environment. Every action you take will underscore our commitment to enriching the lives of our members and the communities we serve.

Requirements

Requirements

  • Responds to member calls in a courteous and professional manner, addressing general inquiries and escalating complex issues to the appropriate Team Lead.
  • Exemplifies exceptional service by proactively identifying and meeting members' needs and providing comprehensive information on our range of products and services.
  • Actively promotes and showcases the full line of our financial services, accurately assessing member needs and offering appropriate solutions to improve their financial well-being.
  • Utilizes strong problem-solving skills to resolve account-related issues, striving for first-call resolution whenever possible.
  • Effectively manages a high volume of inbound calls, balancing delivering quality service and maintaining efficiency.
  • Performs various member transactions, such as Inbound organic calls, Outbound escalation calls, and Digital banking maintenance.
  • Ensures the accurate and efficient processing of financial transactions, including loan payments, debit card orders, check withdrawals, and stop payments.
  • Stays current on all Credit Union products, services, and operational processes to build and enhance member relationships.
  • Demonstrates a deep understanding of and strictly adheres to the Credit Union's policies, procedures, and regulatory standards, ensuring compliance in all activities.
Qualifications
  • High School Diploma or General Education Degree (GED) is required.
  • An Associate's or Bachelor's degree in a related field is preferred.
  • 1-2 years of customer service experience, preferably in a financial institution or call center environment.
  • 1 year Contact Center Experience Preferred
  • Proficiency in Microsoft 365 (Excel, Word, PowerPoint, Outlook).
  • Must be eligible to register with the Nationwide Mortgage Licensing System & Registry (NMLS) and maintain registration as a registered Mortgage Loan Originator (MLO).
  • Availability to work Saturdays is required.


Salary Description

$ 17.36 to $26.34 Hourly

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