Member Support Representative

Job Description:

  • Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information
  • Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements
  • Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords
  • Send members information and forms via DocuSign
  • Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries
  • Generate member interest in Credit Union Products and Services, making referrals when appropriate
  • Research information to resolve member requests and concerns, working closely with supervisors and other departments
  • Escalate issues in a timely manner to ensure service level agreements are met
  • Track trends and system issues to ensure accurate reporting to appropriate lines of business and management
  • Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines
  • Document member interactions accurately and clearly in our Customer Relationship Management system
  • Perform outbound service calls for afterhours calls and solar loan welcome calls
  • Complete required security and regulatory online training modules
  • Stays current with eMails, Knowledgebase, and Intranet content
  • Perform other duties as assigned by Call Center Manger
  • Maintain complete confidentiality of member, employee, and Credit Union information

Requirements:

  • 1 to 2 years’ Call Center, Teller or Retail experience required
  • High school diploma, GED or equivalent
  • Ability to write effectively in English using correct spelling and grammar
  • Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism
  • Ability to actively listen to fully capture needs and match sense of urgency
  • Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key
  • Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom
  • Moderate keyboard skills at 40 wpm
  • Familiar with Customer Relationship Management (CRM), database and document storage systems.

Benefits:

  • Bonus/incentives for all regular employees
  • 401(k) with 8% company contribution
  • Medical, dental, and vision insurance for employees and dependents paid at 80%
  • PTO and paid sabbaticals
  • Tuition reimbursement
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