Member Service Representative I - Member Connect

POSITION PURPOSE

Provide excellent member service by effectively and accurately resolving issues, providing information on member accounts and/or credit union products and services through phone channels. Consistently demonstrate and utilize excellent verbal and written communication skills in a fast-paced contact center environment, with a priority on excellent member service. Maintain a high degree of accuracy when performing maintenance on member accounts in accordance with credit union policies and procedures.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Consistently provide excellent member service within a multi-channel environment. Answer both general and specific service-related information concerning credit union products and services. Handle member issues and complaints, collaborating on solutions with contact center supervisor or team lead when appropriate.
2. Handle various transaction requests from members including but not limited to, shares to loan payments, share withdrawals, check orders, share certificates, line of credit advances, payroll deduction, direct deposit, credit card and ATM cards.
3. Assist members with online and mobile banking related inquiries including online banking access, password reset, digital channel troubleshooting and bill payment inquires.
4. Ensure fraud prevention processes are followed without exception, with an understanding of when to escalate member issues for various fraud processes (release/deny check holds, mobile deposit approve/deny, excessive transfer requests, etc.)
5. Stay up to date with comprehensive knowledge on all relevant credit union products and services.
6. Comply with current credit union and contact center policies and procedures, and all regulatory compliance guidelines.
7. Meet or exceed departmental goals and objectives, including service and availability requirements.
8. Other related duties as assigned.

EDUCATION REQUIRED: High school diploma or GED required.

EXPERIENCE REQUIRED: 2+ years banking experience and/or contact center experience required.

SKILLS/ABILITIES

Must be able to operate a soft phone and headset system

PC Proficiency in Desktop and Smartphone devices as well as MS Office Suite software Excellent verbal and written communication skills

Critical thinking/problem solving ability

Strong attention to detail and organization

Ability to de-escalate member concerns professionally

Ability to work independently and as a team player

Ability to accurately type 40 words per minute

Friendly, patient, and calm under pressure

Bilingual ability a plus

WORKING ENVIRONMENT

Work is generally carried out in a typical open office setting. While performing the duties of this job, the working conditions are those of a typical office environment, with temperatures occasionally too warm or too cold, moderate noise levels and under lighting conditions typical of an office. Possibility for some remote work as needed.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to sit at a desk and in meetings for long periods of time on a continuous basis; intermittently twist to reach equipment surrounding desk; perform simple grasping and fine manipulation with fingers; reach with hands and arms; use a telephone or other electronic communication devices; stand for long periods of times at counter, printers; communicate orally and through written means; use standard office equipment such as computers, printers; write or use a keyboard to perform assigned duties; bend, squat, climb, kneel and twist while checking equipment; occasionally stand and/or walk over both even and uneven ground; occasionally lift and/or move up to 25 pounds; hearing and vision within normal ranges with or without correction.