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Member Services Representative I

2 months ago

Moline, Illinois, United States Vibrant Credit Union Full time
Job Overview

Position Summary: The Member Contact Center (MCC) Agent I serves as the initial point of contact for members seeking assistance from our support team. This position plays a crucial role in enhancing the overall member experience by providing outstanding customer service during each interaction.

Key Responsibilities:

  • Support members in managing their deposit accounts, including transfers, balance inquiries, debit card statuses, preferred statement delivery methods, and updating personal information.
  • Confirm account ownership to protect member confidentiality.
  • Implement fraud detection protocols and report any suspicious activities in accordance with departmental procedures.
  • Recognize opportunities for lead generation by introducing additional products and services tailored to member needs.
  • Accurately route calls to the appropriate departments for both internal and external inquiries.
  • Handle a significant volume of calls while maintaining a low error rate.
  • Achieve or surpass departmental service level agreements, considering call handling time, hold time, and after-call tasks, while also meeting individual performance metrics.
  • Effectively de-escalate complex calls or escalate issues as necessary, following the established escalation procedures.
  • Adhere to member engagement standards while managing multiple systems concurrently.

Ideal Candidate Profile:

  • A high school diploma or GED is required.
  • Previous experience in a financial institution is preferred.
  • Basic understanding and capability to manage common account transactions and member inquiries.
  • Proficiency in Microsoft Office Suite.

Reporting Structure:

  • Reports to the Member Contact Center Manager.

Work Environment and Physical Requirements: This position is based in a professional office setting. The role regularly utilizes standard office equipment such as computers, telephones, photocopiers, filing cabinets, and fax machines. Daily tasks require effective communication, hearing, walking, manual dexterity, reaching, bending, and grasping. The role may also involve lifting items up to 25 pounds. Frequent sitting, standing, and repetitive motion activities are part of the job. Candidates must be able to read both printed and digital materials accurately. Most tasks require light physical effort and are performed indoors in a climate-controlled environment.

Additional Responsibilities: This job description is not intended to be an exhaustive list of all duties, responsibilities, or activities required of the employee. Responsibilities may change at any time, with or without notice.