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Member Care Associate

2 months ago

San Antonio, Texas, United States Firstmark Credit Union Full time
Job Summary

The Member Care Associate is a key member of our team at Firstmark Credit Union, responsible for providing exceptional customer service to our members. As a Member Care Associate, you will be the primary point of contact for members, handling their inquiries, resolving issues, and providing information about our products and services.

Key Responsibilities:
  • Provide exceptional customer service to members, responding to their inquiries and resolving issues in a timely and professional manner.
  • Answer incoming calls, complete transactions, and provide information about our products and services.
  • Understand and adhere to caller verification procedures to ensure the security of our members' information.
  • Maintain current knowledge of our products, services, promotions, and policies to provide accurate information to members.
  • Efficiently navigate multiple platforms and software to complete tasks and resolve issues.
  • Practice effective communication skills to provide a positive interaction and experience for members.
  • Manage calls to diffuse and resolve escalated issues, seeking assistance from supervisors or managers as needed.
  • Determine through listening skills, any products or services that would benefit members' financial needs.
Requirements & Qualifications:
  • High school diploma or equivalent required.
  • At least one to three years of experience in a related call center field or two to three years of customer service experience in a service-oriented environment.
  • Collections experience preferred.
  • Bilingual in Spanish preferred.
  • Thorough knowledge of automated call distribution systems, credit union online products, processes, and policies.
  • Strong knowledge of applicable federal and state laws pertaining to consumer lending, including Dodd-Frank/Truth in Lending Act, FNMA, and Freddie MAC guidelines and requirements.
  • Registered Mortgage Loan Originator with the Nationwide Mortgage Licensing System (NMLS) or obtain within 120 days from date of hire, promotion, or transfer.
  • Thorough knowledge of mobile and internet banking solutions, including browser settings and smartphone/tablet applications.
  • Ability to make decisions that impact the department's credibility, operations, and services.
  • Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
  • Strong mathematical skills, including accurately adding, subtracting, multiplying, and dividing, and recording, balancing, and checking account results for accuracy.
  • Excellent interpersonal and communication skills in English and Spanish (both written and oral) when working with members or coworkers on accounts or other credit union service inquiries or information.
  • Strong computer and keyboard skills, including MS Word and Excel, ten-key number pad or calculator by touch, and exposure to online account applications and/or web-based tools.
  • Demonstrates sound judgment in decisions regarding transaction approvals and member problem resolutions.
  • This position demands a good degree of literacy, credibility, and excellent telephone and customer service skills.
  • A collections background would be advantageous.
  • The ideal candidate will require relevant experience and have excellent inter-personal communication skills and confidence in dealing with difficult situations.
  • All Firstmark team members must mirror our shared values: happy, helpful, honest, humble, and hungry (driven).
Work Schedule:

Flexibility to work shifts between 8am-6pm, Monday-Friday, and a shift of 9am-4pm on Saturdays.

What's in it for you?

As an employee of Firstmark Credit Union, you will join a team of talented professionals who are passionate about teamwork, outstanding service, committed to our community, and who embrace the opportunity to take charge of their careers. Check out some of our benefits

  • 401(k) with matching incentives up to 6%
  • Medical, dental, and vision insurance
  • Competitive pay
  • Employee assistance program
  • Education assistance
  • Career development
  • Paid and unpaid volunteer opportunities
  • Generous paid leave
  • Fitness membership discounts
  • And more

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities