Customer Service Representative

4 weeks ago

Herndon, Virginia, United States Northwest FCU Full time
{"title": "Member Service Representative", "description": "Job Summary

We are seeking a highly skilled Member Service Representative to join our team at Northwest Federal Credit Union. As a key member of our team, you will be responsible for providing exceptional member experiences, facilitating member service transactions, and supporting services to positively impact member experience, sales, and service expectations.

Key Responsibilities
  • Working knowledge of the Credit Union's products and services
  • Maintain department policy and procedure documentation accordingly
  • Achieve assigned sales goals by proactively identifying opportunities
  • Adhere to all procedures stated in the Credit Union's Member Service Representative policy and procedures
  • Ensure compliance with operational, security, and control policies/procedures, preventing fraud and protecting member assets
  • Proactively identify opportunities to provide product/service solutions to members
  • Accurately and efficiently process member financial transactions, including deposits, withdrawals, loan payments, and check cashing
  • Provide exceptional member experiences
  • Provide operational oversight, support, and resolve escalated requests
  • Work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience
  • Other duties as assigned
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
Requirements
  • High school diploma or equivalent
  • Minimum 1 year experience in retail sales or customer service with cash handling experience
  • Previous experience at a financial institution is preferred
  • Accuracy and detail orientation
  • Effective oral and written communication skills
  • Working knowledge of NWFCU, Federal, and state regulations required by the National Credit Union Association
  • Ability to interact effectively with all levels of the organization and/or with members
  • Ability to communicate with tact and diplomacy and to exercise sound judgment, logic, and initiative while maintaining member confidentiality
  • Effective problem-solving skills
  • Effective sales techniques
  • Ability to use standard banking and office equipment and systems; working knowledge of Microsoft Office products
  • Ability to work Monday-Thursday 9AM-5PM, Friday 9AM-6PM, and Saturday 9AM-1PM
Equal Opportunity Employer

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status, or any other classification protected by law.

", "lang_code": "en-US"}

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