Member Experience Support Agent

4 weeks ago

North Augusta, United States SRP Federal Credit Union Full time
Hiring Range: Minimum $ 45,121.00 to Mid $ 60,161.00

Essential Duties and Responsibilities

  • Is responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit-based approach".
  • Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act, and OFAC Policies.
  • Assist in the development and implementation of operational projects under the direction of the PMO purview to ensure all business requirements are met.
  • Provides exceptional support and engagement via telephone, email and teams to Credit Union team members to receive requests and respond in a prompt and timely manner.
  • Research and problem-solves a wide range of member related functions, including answering questions concerning activity on a member's account: interpreting policy and procedures to assist employees with processing different transaction types; performing account maintenance
  • Obtains information to create and maintain a support ticket for all support requests. Documents ticket resolution and enters detailed notes.
  • Follows up on all support requests not resolved during the initial interaction to adequately resolve the requests and close the ticket.
  • Utilizes and educates team members regarding resources available on the intranet.
  • Participates in ongoing training and maintains detailed knowledge of the credit union's products and services.
  • Serves as a resource for creating and quality testing of new training materials for deposit products and services. Assists company leaders to identify areas for ongoing training support to minimize and reduce knowledge gaps.
  • Participates in the testing and training of upgrades and new processes.
  • Make recommendations to improve the delivery of service and overall organizational efficiency.
  • Keeps management informed of any significant problems or issues.
  • Promotes and establishes strong, positive, and productive working relationships within the organization through commitment to the company's vision statement, core values and business principles.
  • Keep updated on major business units' processes and procedures to ensure an understanding of the effect of technology on the business unit.
  • Ability to navigate a variety of computer programs (MS Word, MS Excel, FreshWorks, Microsoft Power Point)
  • Performs other duties as assigned.
Supervisory Responsibilities: None

Qualifications:
  • Successful completion of teller and member service training required with 3-5 years of work experience.
  • Comprehensive understanding of all credit union products and services.
  • Must be well organized with strong attention to details
  • Computer proficiency with MS office, including Word, Excel and PowerPoint, Internet, Email.
  • Good math and accounting skills
  • Advanced knowledge of financial products and services typically provide in a retail banking environment
  • Comprehensive understanding of MSR responsibilities, business processes, and procedures
  • Excellent interpersonal skills with willingness to assist others
Attributes
  • Excellent interpersonal skills to ensure that good business relationships exist with team members and problems or questions are courteously and promptly resolved.
  • Ability to multi-task, prioritize work, remain flexible in changing work environments, and work cohesively with team members in a fast-paced member, service-oriented environment.
  • Ability to provide excellent service by phone, email, and teams.
  • Ability to analyze and evaluate credit applications and related financial data.
  • Excellent written and verbal communication skills.
  • Well organized and attentive to details.
  • Work with little supervision and perform other duties as required or requested within strict deadlines

Computer Skills:

To perform this job successfully, an individual should have knowledge of Jack Henry Symitar, Episys, Meridian Link's Loans PQ, DataOceans, Encompass, Verafin, Ascensus, Card Wizard, and DocuSign. Knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software required.

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