Member Services Specialist - Service

The Member Services Specialist - Service is responsible for delivering a world class experience to our members thru multiple mediums including, but not limited to, incoming phone calls, outbound phone calls, chat services, emails, etc. The Member Services Specialist - Service follows required policies and procedures to ensure that member inquiries are resolved as necessary while proactively seeking additional business from our members.

Essential Duties and Responsibilities:

• Responsible for handling all incoming calls while adhering to Leadership defined metrics.
• Follows authentication procedures as required to verify and establish confirmation of members' identity during all phone calls.
• Responsible for executing the following tasks on behalf of members: all financial and non-financial transactions, account research, subaccount openings/closings, decedent accounts, check withdrawals, transfers, wire and western union requests, account updates, stop payments, check orders, general inquiries, and all other credit union related functions.
• Engages members in dialogue to obtain information regarding their financial needs and recommends the appropriate product or service based on those needs.
• Meets established sales goals using various sales techniques while also meeting other Leadership defined metrics as applicable and as assigned.
• Processes loan applications, sets up disbursement dates and assists with obtaining all required documents for loan closings as applicable and as assigned.
• Conducts phone calls and follows up with written communication to all new and existing members, addressing any questions, and making members aware of credit union promotions and additional products and services.
• Participates in outbound calling efforts to generate new opportunities for members financing needs as applicable.
• Participates in available credit union self-development education programs and required compliance courses through self-study, online University, Lending Development Training, and the credit union's training department.
• Adheres to the FHCU Service Standards as established.
• Performs other duties or special projects as required or as assigned by a supervisor.

Educational/Training Requirement: High School Diploma or GED Associates Degree preferred

Experience:

• At least one (1) year experience in a call center role, preferably at a financial institution
• One (1) or more years of experience in a customer service role at a financial institution
• Prior sales experience, preferred

Knowledge, Skills, and Abilities:

• Knowledge of credit union services, policies, procedures and banking regulations
• Highly proficient in Microsoft Suite, Outlook and using the web
• Excellent oral and written communication and interpersonal skills
• Excellent customer service skills
• Basic mathematical aptitude
• Ability to multitask and work in a fast paced environment
• Basic understanding of sales principles
• Exhibits professionalism and remains poised during interactions with others that may involve escalated emotions

Physical Requirements:

The physical demands require a person to remain seated for up to ten (10) hours per day and perform repetitive hand movements on a keyboard.

Americans with Disabilities Act (ADA):

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job duties of the position. If you need to request and accommodation please contact Talent Services at 856-232-9000 ext. 5104 or via email to TalentServices@firstharvestcu.com.

First Harvest Credit Union is an Equal Opportunity Employer/Veterans/Disabled