Member Solutions Specialist I

GENERAL SUMMARY:

Works with prospective and existing Members in a high-volume contact center environment to provide assistance to routine inquiries. Works inbound calls leveraging multiple systems and applications. Exceptional Member experience is expected and achieved by skillfully aligning product and service solutions that result in loan sales, deposit growth, and Member engagement. Maintains knowledge on all related products, services, and promotions to effectively create cross-sale opportunities based on Member needs.

This role is eligible for a language stipend of $200/monthly after 90 days of employment

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• High School diploma or equivalent
• Three (3) years of customer service/sales experience.
  • To include (1) one year of banking or contact center experience

Minimum Knowledge & Skill Requirements:

• Ability to work independently and in a team environment

• Active listening, organization, and time management skills to accurately and effectively service Members

• Ability to communicate clearly and effectively

• Must be customer service oriented with the ability to identify and meet Member needs

• Ability to multitask in a fast-paced and changing environment

• Skilled in navigating multiple screens and applications and adapting to new technologies

• Ability to exercise initiative and use good judgement

• Knowledge of credit union products and services

• Knowledge of credit union policies and procedures and state and federal regulations

COMPETENCIES:

• Composure

• Customer Focus

• Conflict Management

• Approachability

• Learning on the Fly

• Functional/Technical Skills

WORKING CONDITIONS/ENVIRONMENT:

Job requires sitting for extended periods of time. No heavy lifting required.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to work a flexible schedule Monday through Saturday as needed.

MAJOR ACCOUNTABILITIES AND TASKS:

1. Responds via phone, email, or secure message to routine Member inquiries regarding account(s). This includes, but not limited to account inquiries (Consumer, Business, Trusts, etc.), transfers, loan payments, loan applications, plastic card issues, online banking technical support, overdrafts, fee reversals, research, etc., while navigating through various systems.

2. Approaches Member requests with a professional, positive attitude and executes transactions with high-level of security, accuracy, and attention to detail.

3. Partners with external departments as a Member advocate to ensure inquiries are resolved in a timely manner.

4. Builds, develops, and maintains relationships with Members to ensure a positive Member experience.

5. Acts as the voice of the Member and recommends process improvements.

6. Determines Member’s financial needs and recommends appropriate products and services. Creates cross-selling opportunities to meet department and individual sales goals, while promoting teamwork.

7. Remains familiar with available resources to respond to Members' requests, questions, and issues.

8. Maintains an up-to-date and comprehensive knowledge on all credit union products, services, promotions, policies, procedures, rules, and regulations.

9. Performs other duties as assigned.

Salary range is $18.00 - $22.16/hour. Job Grade, NE 8. Final salary is dependent on candidate's experience and qualifications.

Equal Opportunity Employer Veterans Disabled