Customer Service Representative

4 months ago

Grand Rapids, United States Affinity Plus Federal Credit Union Full time

** Customer Service Representative (Member Advisor I) - Grand Rapids, MN**

**Job Category****:** Branch & Member Support **Requisition Number****:** CUSTO02281 Showing 1 location **Job Details**

**Description**

**Position Overview:**

A Member Advisor I assists and builds relationships with our members who connect with Affinity Plus through our phone and digital channels this role is the first impression of Affinity Plus that existing and potential members experience when they call the credit union. The Member Advisor is responsible for assisting members with every day transactionssuch as balances, transferring funds, and providing account information. Additionally, this role will also be responsible in listening to member needs and financial goals in order to recommend that products and services that will allow them to meet their needs.

**Duties and Responsibilities:**

* Assist members through the phone and digital channels with various requests, including general inquiries, online banking/mobile app troubleshooting, and account review and escalations

* Handle requests from members for transfers, deposits, withdrawals, issuing money orders and cashiers checks, or check requests from checking, savings and loan accounts

* Listen to member needs, identify, and recommend products and services aligning with members needs

* Partner with members understand their financial goals and assist in creating a personal budget to help them achieve those goals

* Identify and educate self-service opportunities for members

* Troubleshoot credit or debit card issues, online banking questions, or other general account related questions and issues;

* Collaborate with other back office departments to resolve errors and issues as they arise

* Execute wire or ACH transferring of funds

* Identify trends, provide feedback, and recommend solutions to management that improve the processes that impact our members

* Actively participating in training to maintain and acquire additional job knowledge and skills

* Communicate effectively through our digital communication channels including Live Chat and Secure Messaging

* Other duties as assigned

**Qualifications and Skills:**

* 2+ years of customer service and/or cash handling experience preferred

* Strong analytical and decision making skills required with a high degree of accuracy

* Aptitude to work independently as well as part of a team and ability to collaborate with others

* Strong verbal and written communication skills

* Time Management skills and the ability to prioritize workload based on department and member needs

* Flexibility to adapt and succeed in a dynamic environment

* Ability and drive to provide exceptional service to members and employees

* Intermediate computer skills and the ability to navigate between multiple systems with ease

* Ability to build open and honest relationships with members and co-workers

* Ability to maintain high level of confidentiality with member information

**Workplace Environment:**

* Ability to remain in a stationary position (standing or sitting) during the entire shift

* Bending, twisting, kneeling, stooping, or crouching when appropriate, on occasion

* Repetitive movements, including but not limited to typing, using a mouse, phones, etc.

* Lift, carry, push or pull up to 30 lbs.

* Working at a computer 98% of the day

* Utilizing the phone 95% of the day

**Required Work Schedule:**Shifts between 7am 7pm Monday Friday and Saturday morning

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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