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Member Services Representative
2 months ago
Accountable for delivering exceptional service to members and fostering strong professional relationships through telephone interactions. Responds to member inquiries and assists with information requests. Effectively resolves member issues or directs them to the appropriate personnel. Proactively promotes Credit Union products and services. Completes necessary records, reports, and documentation. Undertakes various maintenance tasks as required. Keeps management updated on departmental activities.
KEY RESPONSIBILITIES
1. Takes ownership of the efficient and professional execution of Contact Center responsibilities.
a. Offers comprehensive information to members regarding Credit Union policies, procedures, and offerings.
b. Provides detailed insights to members about accounts, payments, interest rates, loan options, and savings programs.
c. Executes account maintenance tasks and manages automatic transfers for loan payments.
d. Introduces and clarifies Credit Union services and products to members, assisting them in fulfilling their financial needs. Manages account openings and closures. Orders checks for member accounts. Processes payroll deduction and authorization forms.
e. Addresses member inquiries and resolves issues by actively listening, gathering information, and communicating results to the member.
f. Receives and directs member calls, responding to inquiries when possible or routing them as necessary. Records and communicates messages.
g. Processes address changes, name modifications, and suffix type adjustments as required.
h. Keeps members informed about Credit Union services and policies, including available account types, interest and dividend rates, and other related offerings.
i. Upholds and enhances the professional reputation of the Credit Union while maintaining the confidentiality of member account information.
j. Actively promotes Credit Union products and services.
2. Responsible for establishing and nurturing effective coordination and working relationships with team members and management.
a. Prepares weekly statistical reports for the Contact Center.
b. Keeps supervisors informed of departmental activities and significant issues.
c. Accurately and promptly completes required reports and records.
d. Participates in meetings as necessary.
3. Takes on additional responsibilities as assigned.
a. Provides assistance to other departments as needed.
b. Performs related clerical tasks as required.
c. Aids in verifying accounts, copying checks, and mailing correspondence.
d. Maintains a clean, secure, and organized work area.
e. Proactively and professionally promotes Credit Union services.
QUALIFICATIONS
Education/Certification: High school diploma or equivalent.
Required Knowledge: Basic understanding of financial institution operations.
Experience Required: None
Skills/Abilities:
- Strong communication skills
- Professional demeanor and appearance
- Good mathematical skills
- Proficient in operating relevant computer applications and business equipment, including adding machines, typewriters, copy machines, and telephones
- Effective typing skills
