Member Service Representative

4 days ago

Bowling Green, Kentucky, United States Service One Credit Union Full time
Job Summary

This position is responsible for providing exceptional service to our members by telephone and/or through online communication. The successful candidate will be responsible for performing a broad variety of financial services, including resolving member inquiries, providing account information, and resolving or referring electronic services issues. The ideal candidate will maintain a proficient knowledge of all Credit Union products, services, and programs, and adhere to all Credit Union policies and procedures.

Key Responsibilities
  • Serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the call.
  • Complies with member identification procedures and exercises discretion when dealing with confidential information.
  • Provides account information and processes member requests for statement copies.
  • Researches and corrects errors on member accounts.
  • Performs general account maintenance on member accounts, such as address changes.
  • Assists members with closing accounts.
  • Ensures compliance with all applicable regulatory requirements.
  • Maintains a proficient knowledge of all Credit Union products and services.
  • Explains the features and benefits of all Credit Union products and services to recommend and cross-sell as appropriate.
  • Handles complex account servicing issues, account maintenance, and troubleshooting, including fraud.
  • Assists in the set-up of Home Branch accounts.
  • Resolves or refers electronic service issues, including Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
  • Orders debit cards and resolves issues, including disputes.
  • Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
Requirements
  • High school diploma or GED.
  • Minimum two years of similar or related experience, including customer service experience.
  • Minimum two years of previous Teller/Member Service Specialist experience preferred.
  • Call Center or switchboard operator experience a plus.
Qualifications
  • Must be able to speak, read, write, and understand English.
  • Excellent verbal and written communication skills.
  • Demonstrated professional telephone skills.
  • Positive, outgoing personality and a 'can-do' attitude.
  • Demonstrated knowledge of all frontline processes and procedures.
  • Ability to make decisions and solve problems timely.
  • Demonstrated knowledge of Electronic Services.
  • Proficient computer skills and the ability to work in Window-based systems/Microsoft applications.
  • Bilingual language skills a plus.
  • Ability to work various schedules and on Saturdays as needed.
  • Ability to travel to other branches as needed.

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