Member Service Specialists (Contact Center)

Job Description:

Compensation and Benefits

The full range for the Member Service Specialist is $20.00 to $24.00 per hour, with new hires starting rate being based on relevant knowledge, skills, education, and experience.

• Paid holidays, Paid Time Off – to promote a healthy work/life balance.
• Medical, dental, vision, and Rx coverage – so you have access to the healthcare you need.
• Disability, Life, AD&D, and other coverage – so you have peace of mind from the unexpected.
• HRA plans – to help offset many healthcare costs.
• FSA plans – to help offset a variety of health and/or dependent care expenses.
• 401k program – with 8% sharing contribution.
• Employee Assistance Program – to support a full range of personal issues.
• Service Awards, Year-end Bonuses – and other employee appreciation profit perks!

Job Responsibilities

• Work with members by phone to leverage excellent active listening, effective consultation, and problem-solving skills in responding to member inquiries on financial account transactions.
• Process member transactions by phone including but not limited to: transfers, balance inquiries, loan payments, issuing cashier’s checks, etc.
• Assist with other member operational requests such as, wire transfers, credit/debit card inquiries, IRA transactions, stop payment requests, etc.
• Process mail; posting check deposits and loan payments.
• Assists members by phone with troubleshooting CCCU Online Banking and Mobile Applications as well as navigating CCCU’s main website.
• Monitor and respond to CCCU member emails, online/mobile banking secure messages and SMS messages.
• Responsible for daily balancing of Admin office checks
• Completes check scanning and scanning of daily work and other credit union documents
• Promote and cross-sell CCCU-appropriate products and services to assist members with saving time and money
• Respond to members’ requests, problems, and complaints, and/or direct them to the proper person for specific information and assistance
• Light debit card duties include but are not limited to: troubleshooting, travel notices, case management, etc.
• Comprehend and adhere to all company-wide and department-specific policies, procedures, and regulations to mitigate risk and complete all compliance training
• Develop knowledge in Credit Union practices and procedures applicable to the role to ensure consistent application and compliance with industry regulations.
• Other duties as assigned.

Knowledge, and Abilities

• Demonstrated excellence in providing customer service to members, sponsoring companies, and fostering a positive working environment.
• Comfortable working in a fast-paced environment.
• Ability to present, explain and refer to products and services and to guide and assist others in these activities.
• Excellent email, phone, and PC skills (Microsoft Office Suite), with the ability to learn new software and process high-volume transactions through the use of technology.
• Strong ability to multi-task while maintaining attention to detail and performing follow-through on problems through resolution.
• Excellent communication skills including effective listening, speaking, problem-solving, and tact in dealing with internal and external members and colleagues.
• Advanced problem resolution skills.
• Ability to maintain privacy and confidentiality.
• Must be dependable in being at work, being on time, and meeting deadlines.
• Must have the ability to work independently with minimum supervision and exercise good judgment, initiative, and tact in dealing with members, supervisors, and staff.
• Must have the ability to work as a team player while using discretion in decision-making and sound judgment in problem-solving.

Education and Experience and Certifications

• One year of work experience in a fast-paced customer service role that includes experience assisting customers in a call center environment preferred.
• Strong communication and interpersonal skills and experience in using technology to accomplish work.

Physical Requirements

• Repeated motions may include the wrists, hands, and/or fingers.
• Ability to use a keypad and keyboard and mouse for extended periods of time.
• Vision and hearing to normal range (or corrected).
• Adjusting, lifting, carrying, or pushing/pulling objects up to 25 pounds in all directions.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one work site to another.
• May occasionally work additional hours, and in other departments as necessary to accomplish organization objectives, goals, and projects.
• Rare travel to other branch locations

Other Requirements

• Must be bondable – credit and background check required.
• Reliable transportation. Employees must be able to infrequently travel between branches.
• Ability to follow all Credit Union policies and procedures as well as all banking regulations and federal, state, and local laws.

NOTICE 

• This job description in no way states or implies that these are the only tasks to be performed by the person occupying this position. You are required to follow any other instructions and to perform any other job-related duties.
• Requirements are representative of minimum levels of knowledge, skills, and/or abilities. To perform in this position successfully, you will possess the abilities and aptitudes to perform each task proficiently.
• Ability means to possess and apply both knowledge and skill.
• This position description has excluded the marginal or peripheral functions that are incidental to the performance of primary functions. All requirements are essential to the function of the position.
• This job description describes the minimum selection requirements to qualify for the position. However, promotion and other employment decisions are also based on the Credit Union’s needs, being in good standing, fully competent performance, and other non-discriminatory issues.
• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
• This position description does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.