MEMBER SERVICE CENTER REPRESENTATIVE

Job Title:

Full Time Member Service Center Solutions Specialist/Call Center

SUMMARY:
The purpose of the Member Service Center Solutions Specialist is to assist members on the phone and other electronic channels with any questions, concerns, or inquiries. Promotes a sales and service culture, by actively recommending credit union products and services to fit member individual needs. Provides superior service, supports branch growth and demonstrates understanding of compliance and credit union standards and performs member engagement through all phone and electronic channels.

ESSENTIAL FUNCTIONS:

• Answer member inquiries through all channels to include but not limited to: phone calls, ITMs, email, Home Banking, and other systems.  
• Makes outbound calls as needed to obtain information, provide follow up, and resolve member requests.
• Provides answers, solves issues, and/or assigns appropriate team member for follow-up/resolution.
• Cross selling products and services while interacting with members and educates members on services provided to enable them to use self-serve options.
• Ability to document member interactions clearly and efficiently.
• Strive to achieve individual sales targets: in addition, participate as a team player in meeting branch cross sell and member satisfaction goals.
• Maintains knowledge of all products and services offered.
• Maintains awareness, understanding, and compliance with the Credit Unions internal policies and procedures, laws and regulations appropriate for this position.
• Fill in as needed as a Member Solutions Specialist on the teller line in branches.
• Other duties as assigned by Branch, Senior, and Executive Management.

CORE COMPETENCIES AND SKILLS:

Excellent communication, teamwork, and interpersonal skills

Excellent documentation skills

Phone and Electronic correspondence etiquette 

Ability to demonstrate empathy

Organizational and time management skills

Being able to multi-task

Strong financial, problem-solving and analytical skills

Familiarity with PCs, technology and applicable software

Bi-lingual being able to understand and communicate in both English and Spanish preferred.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.