Member Services Representative

Company Overview

Mid Oregon Credit Unions is a full-service, member-owned financial cooperative—and we think you’ll feel the difference right away. At Mid Oregon, we’re all about offering great products, friendly service, and a welcoming atmosphere that puts our members first. Our not-for-profit structure means we focus on what matters most—you and our community.

The primary purpose of all employees is to help Mid Oregon Credit Union achieve its mission to build relationships that positively impact people and communities. Our promise is to provide the highest quality of service to both internal and external members in every interaction by committing to: friendly service; treating people with the highest standards of honesty, respect and integrity; assuring the security of confidential information; being knowledgeable; responding and serving people in a timely manner; working accurately; identifying needs and recommending solutions that will improve people’s financial well-being.

Job Overview

The Member Services Representative (MSR) provides prompt, accurate, and courteous service to members, over-the-telephone and through digital communication, while processing routine financial transactions, researching issues, and answering questions.

Attendance and punctuality are essential functions of the job. The MSR must be at their workstation ready to work as scheduled, and is on time to and from breaks, lunch breaks, and meetings. Regular working hours are 8:05 a.m. to 5:05 p.m. M-Th and alternating 9:05 a.m. to 6:05 p.m. Friday.

This position is eligible for the hybrid work program.

Responsibilities

• Answer incoming calls and or text messages
• Identify the root cause of a problem through open-ended questions rather than matching keywords to a page or script
• Troubleshoot and resolve member and internal inquiries in a timely, friendly and accurate manner
• De-escalate tension when a member is upset while remaining calm and rational
• Perform routine transactions including transfers, stop payments, wire transfers, check copy request, and more
• Resolve member issues with authority to make judgement calls
• Multi-tasking, juggling the incoming information while researching and or processing data simultaneously
• Identify callers and potential fraud attempts, staying apprised of scam trends
• Cross sell Mid Oregon products and services and makes referrals to a Loan Officer or to Mid Oregon Financial Services as needed and/or directed
• Develop and maintain knowledge of all relevant policies and procedures to ensure compliance with applicable regulations

Qualifications and Experience

• 1-3 years of similar or related experience.
• Maintain a high standard of accuracy; thorough, complete and professional in all documentation, system input and correspondence.
• Communication skills: strong verbal, written, listening, and interviewing skills. Ability to speak clearly while practicing superior in-person and telephone etiquette.
• Technical Agility & Multi-Platform Navigation:Skilled in rapidly switching between voice, chat, email while communicating with an internal or external member while using dual computer monitors.IT or financial background is helpful but not required.
• Conflict Resolution/Decision Making Skills: Frequent use of judgement, reasoning, patience, and negotiation in solving members' problems, staff/employee issues, and other conflict situations.
• Work Ethic: Professionalism in appearance, dress, and attitude is a must. Maintain a professional work environment and a dependable record of attendance and timeliness. Demonstrate a high degree of confidentiality, competence, and professionalism regarding member-related, managerial, employee, and departmental information.
• Education: Continuous learning while participating in internal and external training and course work such as Credit Union's online programs, webinars, in-class, and college courses and training. Must be able to read, write, speak, and comprehend English and Mathematics. Must be able to provide proof of eligibility of work in the U.S.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Speaking on the telephone approximately 95% percent of workday. May need to shovel snow occasionally outside the office to clear sidewalks, etc.

Continuous sitting, standing, talking, and listening for extended periods of time, use of hands in repetitive tasks such as typing and writing, speaking, and hearing for interaction with members and coworkers, clarity of vision at 20 inches or less for processing of member transactions and computer usage, and memory demands in recalling Credit Union policies, services, and state and federal regulations.

Occasional lifting up to 35 pounds to move supplies or office equipment, bending, squatting, or kneeling to reach supplies on ground level, reaching above shoulder level to reach supplies overhead.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Employees work in an office environment with average noise levels impacted by computers, printers, scanners, phones, and other surrounding conversations. The credit union is located in Central Oregon and weather during the winter may impact travel. Seasonal fires may impact air quality.

AAP/EEO Statement

Mid Oregon Credit Union is committed to building a diverse and inclusive organization, provide equal employment opportunities to all employees and applicants for employment, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Mid Oregon Credit Union believes that each employee makes a significant contribution to our success. This position description is designed to outline primary duties, qualifications, and job scope, but not limit our employees nor the organization to just the work identified. It is our expectation that each employee will offer their services wherever and whenever necessary to ensure the success of the company.

Pay: $18.00 - $22.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid sick time
• Paid time off
• Vision insurance

Work Location: In person