Member Service Representative, Contact Center

4 months ago

St Paul, United States Hiway Federal CU Full time

**Position Profile** **Serves as a subject matter expert on the full range of Hiways products and services, primarily working with members over the phone and through electronic channels.**

ESSENTIAL FUNCTIONS AND BASIC DUTIES

* Assists credit union members primarily over the phone, through online chat or other electronic methods

* Assists members with online banking services and troubleshooting

* Performs duties and responsibilities with regard to opening and processing changes on the following account types:

- Certificate Accounts

- Savings Accounts

- Checking Accounts

- IRA/SEP/HSA/CESA Contributions

- Q2 User Level 1

* Identifies and recommends products and services aligned with member needs

* Handles multiple tasks in a fast-paced environment

* Processes transactions in a timely manner

* Handles internal and external member issues to ensure member satisfaction

* Backs up other departmental functions as necessary to ensure timely and accurate duty completion

* Establishes new memberships and seeks to maximize product and service usage

* Performs all duties and responsibilities with regard to opening and processing changes on savings and transaction accounts

* Ensures all legal requirements have been met when assisting members

* Actively cross-sells credit union products and services

* Fulfills Hiways Value Proposition, Member Promise and Employee Promise

* Meets scorecard performance goals

* Adheres to any and all current and/or future policies, procedures and guidelines

* Assumes all duties as assigned by management

SKILLS, KNOWLEDGE AND ABILITIES

* Excellent verbal and written communication skills

* Ability to multitask in fast-paced environment

* Detail-oriented

* Problem solving

* Project management

* Working knowledge of Microsoft Office Products

**Location:**

840 Westminster Street Saint Paul, MN 55103

Required to be in the office 5 days per week

No relocation reimbursement available

**Remote Work:** **Not Available**

**Our Company**

At Hiway, we focus on people, not profits. As a member of our team, you will be working with a diverse and experienced group of people dedicated to helping members meet all their financial needs, where our associates are given the tools and opportunities to thrive and grow within their careers.

Hiway's foundation is based on making a difference in our members' lives and fostering strong, long-lasting relationships within our community. Since the early 1990s, Hiway associates have organized various opportunities to help our community through donations and volunteering.

Hiway has supported financial literacy efforts in the schools for more than a decade, delivering hundreds of presentations and reaching more than 4,000 students since 2016. It is our vision to improve the quality of life of the communities we serve through education, scholarships, in-kind support, and volunteerism.

Our Commitment

Hiway has had a longstanding commitment to diversity, equity, and inclusion; partnering with the African American Credit Union Coalition is just one more step in that direction. To build upon this commitment, Hiway created an internal Diversity, Equity, and Inclusion (DE&I) Committee to champion ongoing training and education for all associates and increase collaboration and discussion surround diversity and inclusion between its staff and the companys senior management.

Our Values

Integrity: Do it right, build trust, uphold high standards, operate ethically, inspire honesty

Engagement: Be positive, embrace change, invest in others, collaborate, share your passion

Excellence: Do it well, lead by example, exceed expectations, influence others, learn from mistakes

Innovation: Be creative, provide solutions, take bold steps, influence change, encourage open minds

Respect: Show care & compassion, be accepting, embrace diversity, show empathy, own the outcome

Community: Make a positive impact, value people over process, build relationships, be passionate

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