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Member Service Representative

2 months ago

Charlotte, United States Skyla Credit Union Full time
Location: 4525 Sunset Road Charlotte, NC 28216

Job Grade: 7

primary functions:

Responsible for providing first point-of-contact service to address customer inquiries and/or concerns in a timely and professional manner. Recognize and enthusiastically act upon opportunities to expand customer relationships. Ensure the quality of all interactions is consistent with enhancing the customer experience and relationships with others.

NOTE: Must possess / demonstrate the flexibility to report to any branch location and perform any non-management branch role as business needs dictate.

responsibilities:
  • 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 customers.
  • Enthusiastically respond to all inquiries, either in person/phone or other means, to identify and handle customer's requests pertaining to the account(s) in accordance with the credit union's service expectations. Resolve customer inquiries and/or concerns timely, completely, accurately, and professionally.
  • Thoroughly evaluate relationships to make recommendations or provide solutions that benefit and enhance the overall customer experience or improve their financial stability.
  • When performing in a teller capacity, demonstrate cash handling accuracy and efficiency in the role while providing recommendations to better serve the customer's needs.
  • Open all types of new accounts, cross sell credit union products and services, and add new relationships to existing accounts based on the customer's needs.
  • Demonstrate daily practices that encourage teamwork, openness to learning new processes/methods and promote a positive work environment. Consistently be courteous and professional.
  • Be vocal in your support of your team's efforts to exceed customer expectations.
  • Maintain the integrity and privacy of all customer records in a confidential manner.
  • Identify and recommend process improvements or new products based on customer interactions to enhance the customer's experience and improve retention.
  • Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
  • Process loans within current lending policy guidelines. Set up and disburse approved loans. Complete all other loan-related tasks as required and within established timeframes.
  • Remain abreast of changes in credit union policies, procedures, as well as consumer lending practices and willingly share knowledge with others.
  • Be open to learning new processes/methods and take the initiative to apply them to the job.
  • Comply with all Federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
  • Perform job duties in accordance with the Credit Union's values, mission and vision.
  • Perform other various duties as assigned.
minimum requirements:
  • Two years' experience with complex financial service-related requests or commensurate experience.
  • Proven ability to demonstrate thorough knowledge of Credit Union products, services, and external systems.
  • A demonstrable record in providing excellent service to customers.
  • Success-oriented individual with a friendly and persuasive personality.
  • Strong computer skills with ability to quickly learn new processes/systems.
  • Must possess reliable transportation and the flexibility to report to any branch location and perform any non-management branch role as business needs dictate.