Member Service Center Representative I

DATE: March 6th, 2024

STATUS: Full time / Non-Exempt

REPORTS TO: Manager, Member Service Center

LOCATION: Corporate Office, Erie Blvd Branch

COMPENSATION: The starting hourly wage for this position is expected to be between $19.50 - $20.50 per hour. The actual hourly wage will be determined based on experience and other-job related factors, consistent with applicable law.

HOURS: 37.5 hours per week

SCHEDULE: Shifts during the following hours of operation: Monday – Friday 8:00am – 6:00pm, Saturday 8:00am – 2:00pm

Work with a dynamic, small group of over 20 team members who provide exceptional service to our members, over the phone!

Position Overview

The primary function of the Member Service Center Representative I is to perform routine transactions and answer account inquiries, over the phone. This includes, but is not limited to, transaction/statement reviews, transfers, loan payments, balance inquiries, check withdrawals and assistance with Online Banking. The Member Service team continues to put the member first as we provide financial solutions and seamless use of our digital channels.

Perform all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s values.

Essential Functions

• Perform various financial transactions and inquiry requests accurately and efficiently.
• Solve for member immediate needs by asking high impact questions and having a strong understanding of The Summit’s products, services and programs and the benefits they offer.
• Provide members with accurate information on the credit union’s products and services in an effective and professional manner while striving for first call resolution.
• Follows the defined Quality Assurance program to allow for exceptional member experience.
• Meet assigned sales goals as determined by management.
• Display excellent interpersonal skills, being able to interact professionally and effectively with members over the telephone.
• Adhere to credit union and departmental policies and procedures.
• Maintain strict adherence to security protocols for identifying members.
• Promote a positive and professional environment based on The Summit’s core values.

Other

• Update and document information learned about members.
• Assist in various duties upon management’s request.
• Participate in special projects as assigned by management.
• Work overtime when requested by management.

Qualifications

Education/Experience: An equivalent combination of the following:

• Education: High School Diploma or GED equivalent
• Experience: One to two years’ prior teller, call center or member/customer experience preferred
• Sales experience preferred.
• Knowledge of Microsoft Windows and Microsoft Office Suite.
• Capable of advancing to a MSCR II position, as it becomes available, within one year of employment.

Skills/Abilities/Knowledge

• Strong critical thinking skills
• Strong math and keyboarding skills.
• Ability to listen and communicate effectively.
• Ability to read, comprehend and explain transaction history and account activity.
• Excellent interpersonal skills to create a positive member experience.
• Strong attention to detail and excellent organizational skills.
• Microsoft Office Suite, particularly: Outlook, Word, and Excel
• Office equipment (i.e. calculators, computers, printers, copiers, multi-line phone systems and fax machines)
• Intranet/Internet, navigation of web-based vendor systems, and utilization of teller & banking software.

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Licensure Requirements

Working Environment

• Must be able to sit and/or stand for extended periods of time. Occasional lifting required. Lifting (5-10 pounds)
• Standing/Sitting extended periods of time, while working in front of computer monitor
• Typing / Data Entry
• Professional Office Environment
• Overhead Lighting

EQUAL OPPORTUNITY EMPLOYER: The Summit Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, protected veteran status, or status as a qualified individual with disability.

Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy, and other job-related training requirements as established by the Summit and within deadlines.

*Note: The above information on this job has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.