Member Experience Representative
1 week ago
Credit Union West is seeking a highly skilled Member Experience Representative to join our award-winning team. As a key member of our contact center, you will be responsible for providing exceptional service to our members, ensuring prompt and accurate service while utilizing a needs-based referral approach that deepens member relationships, trust, and loyalty.
Key Responsibilities:
- Provide industry-leading member service experience through phone calls, emails, and digital channels.
- Utilize a needs-based referral approach to identify product and service solutions to meet member needs.
- Meet key metrics including service levels, abandon rates, wait times, and member service/survey ratings.
- Assist members with a wide range of services, including online banking, direct deposit, automatic transfers, and account maintenance.
- Perform other duties as assigned.
Requirements:
- A high school diploma or G.E.D.
- 0-1 years of customer service experience, preferably in retail, call centers, and/or financial services.
- Sales experience preferred.
- Ability to communicate effectively and tactfully with employees and members both orally and in writing.
- Demonstrate critical thinking and being self-reliant to better analyze and solve problems.
- Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.
- Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).
- Thorough knowledge and understanding of organization's Employee Handbook and policies.
- Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws.
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