Member Experience Representative

1 week ago


Glendale, Arizona, United States Credit Union West Full time
Job Summary

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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