Member Service Representative I

6 days ago

Havelock, North Carolina, United States FIRST FLIGHT FEDERAL CU Full time
Job Summary

First Flight Federal CU is seeking a highly motivated and customer-focused Member Service Representative I to join our team. As a key member of our operations team, you will play a critical role in helping our members achieve financial success by providing exceptional service and support.

Key Responsibilities:

  • Assist members with opening and closing of deposit accounts, including checking, savings, and certificates of deposit.
  • Provide help to members with account maintenance or servicing needs, such as transfers, payments, and balance inquiries.
  • Respond to member concerns related to fraud or card disputes, and work to resolve issues in a timely and professional manner.
  • Process member transactions, including deposits, withdrawals, loan payments, and wire transfers.
  • Engage members to identify needs and refer appropriate loan or deposit products that best suit their financial goals.
  • Review membership packets and records for completeness and accuracy, and ensure that all necessary documentation is in order.
  • As needed, provide support to members via phone or electronic communication, and respond to inquiries in a timely and professional manner.

Requirements:

  • Minimum 1 year of previous customer service or administrative experience required.
  • Effective communication skills, with the ability to listen and identify potential member needs.
  • Problem-solving skills, with the ability to provide creative solutions to members and think outside the box.
  • Strong attention to detail and organizational skills, with the ability to prioritize tasks and manage time effectively.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • High school diploma or equivalent required.
  • Proficiency with Windows-based computer systems and technology.

Competencies:

  • Member Service: Manages difficult or emotional customer situations, responds promptly to customer needs, and solicits customer feedback to improve service.
  • Interpersonal Skills: Focuses on solving conflict, not blaming, maintains confidentiality, and listens to others without interrupting.
  • Judgment: Displays willingness to make decisions, exhibits sound and accurate judgment, and supports and explains reasoning for decisions.
  • Motivation: Sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, and measures self against a standard of excellence.
  • Professionalism: Approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration.

Work Environment:

The work environment is fast-paced and dynamic, with a moderate noise level. The physical demands of the job include standing, sitting, using hands to finger, handle, or feel, talking or hearing, and occasionally walking and reaching with hands and arms. The employee may regularly lift and/or move up to 25 pounds.

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