Member Service Representative - South Carolina Remote

ESSENTIAL DUTIES AD RESPONSIBILITIES

• Respond to member and potential member phone inquiries on membership, products and services.
• Navigate system applications as needed to resolve inquiries.
• Provide timely, friendly, and accurate service in building member relationships; determine member eligibility; provide guidance to members in order to meet their financial needs.
• Accurately verify, document, and process all member transactions.
• Prioritize workload based on mandatory requirements and Member Service level agreements.
• Safeguard member accounts and information for privacy and accuracy.
• Resolve complaints by communicating with other departments and/or partners as needed.
• Provide extraordinary service by resolving problems thoroughly.
• Perform and process account maintenance, fulfillment requests, research requests, etc.
• Work in collaboration with other team members.
• Recognize and escalate issues.
• Email Inquiries: respond to, resolve and troubleshoot members’ questions /issues. Adhere to response time and quality goals.
• Bill Payment: research and resolve complex payment issues. Interact with vendors, payees and members to research issues. Uncover root cause of problems, correct accounts and communicate actions taken to members. Educate members on proper use of service.
• Other duties as assigned.

QUALIFICATIONS

• Minimum of 2 years of Financial Institution or Customer Service experience
• College degree preferred or relevant work experience may be considered
• Basic computer knowledge in Microsoft environment and internet
• Strong analytical skills with a high degree of accuracy
• Bilingual Spanish a plus
• Ability to work flexible hours
• Ability to adhere to a pre-determined schedule
• Positive attitude and team-oriented
• Exceptional verbal and written communication skills
• Ability to work in a multi-tasking environment
• Demonstrate Member Service skills
• Working knowledge of online banking systems and bill payment service
• Troubleshooting and problem-solving skills that potentially lead to process improvement

STANDARDS OF PERFORMANCE

• Professional representation of S3 Shared Service Solutions, LLC.
• Job knowledge/timely, accurate and efficient performance.
• Adherence to S3’s policies and procedures.
• Promotes and ensures the highest level of quality member Service is provided to all members.
• Confidentiality of all records.
• Timeliness of meeting regulatory guidelines.
• Compliance of regulatory requirements.
• Success in meeting individual, departmental, and corporate goals.

SUPERVISORY RESPONSIBILTIES

• None

WORKING CONDITIONS

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• General office environment with low noise levels

COMPENSATION AND BENEFITS

• Salary range is targeted to be $19.23 per hour and $21.23 per hour for qualified Bilingual (Spanish) candidates.
• Benefits package includes medical/dental/vision insurance, flexible spending accounts, 401(k) plan with fully vested matching, PTO, life insurance, short-term disability, long-term disability, holiday pay, loan discounts, service anniversary bonuses, recognition program, employee referral program, and employee activities.