Member Service Representative I

Description:

BASIC FUNCTION:

Under the direction of the Member Services Manager, responsible for providing an excellent member experience by meeting members’ needs regarding financial and software inquiries via telephone, email, text, and chat. Maintain the highest level of both quality and service with every interaction. Utilize cross-sell opportunities when appropriate to introduce new products/services to members.

MEMBER SERVICE:

• Provide members with information and answer questions regarding accounts, policies, services, and products.
• Identify members’ needs regarding loan service and generate referrals.
• Contact and receive communication from members via telephone, email, text, and chat.
• Resolve members’ inquiries regarding their accounts and/or credit union products and services.
• Respond to member inquiries regarding online access, bill payment, and funds transfers.
• Perform other reasonably related duties as assigned by the immediate supervisor and other members of the management team.
• Miscellaneous functions necessary to ensure the success of the department while anticipating the needs of our members, exceeding their expectations, and earning their trust.
• Answer all incoming calls, emails, texts, and chats in a professional, timely and courteous manner, following established standards and guidelines for excellent member relations and efficiency.
• Utilize account information to ask pertinent questions to assess member’s financial needs to offer the best products and services to cross-sell.
• Maintain up-to-date knowledge of all credit union products and services along with the benefits and features of each.
• Process transactions, including deposits, withdrawals, transfers, and payments.

SALES GOALS:

Responsible for specific, measurable goals for shares, loans, insurance, warranty coverage, cross-selling and referrals based on credit union’s strategic plan.

MEMBER ACCOUNT MAINTENANCE:

Perform maintenance service like account information changes, stop payments, check orders, membership card replacements, allotments, and direct deposit establishments, account closings, and research. Through these activities, provide service that exceeds members’ expectations by offering products/services to save time and money, offer convenience and peace of mind. Complete automated processing and documentation accurately.

TEAM COMMUNICATION/PRODUCTIVITY/SUPPORT:

Develop and nurture a philosophy focusing on honest, open communications, individual productivity, and strong member orientation. Offer ideas to improve member service, reduce operating expenses, and meet sales goals.

Requirements:

EDUCATION: Equivalent to High School education with additional broad specialized training equivalent to 1 year college. Experience can be credited in lieu of education. Continuing education a plus.

EXPERIENCE: 1-2 years sales experience with a financial institution products and services, including meeting sales goals for deposit, credit, and automated products.

KNOWLEDGE, SKILLS, AND ABILITIES: Knowledge of financial institution products, services and operations; excellent skills in communication, customer service and sales; very strong member/customer orientation; ability to work independently and as part of a team, solve challenges; demonstrate flexibility and eagerness to learn and embrace change. Ability to lift 50 pounds, stand or sit for long periods of time, use general office equipment such as telephone, computer, scanner, fax and printer.