Member Support Representative

Job Description:

• Answer calls in the general workgroup and provide information to members and potential members on Credit Union membership, products and services and other pertinent Credit Union information
• Process basic non-cash financial transactions, such as share and loan transfers, loan payments, loan advances, fee reversals, and check disbursements
• Process basic account maintenance transaction, including but not limited to address changes and other contact information, stop payments, wire transfers, ATM and Debit Cards, and resetting passwords
• Send members information and forms via DocuSign
• Handle basic internet and mobile banking requests, including but not limited to password changes, multi-layer authentication changes and bill payment inquiries
• Generate member interest in Credit Union Products and Services, making referrals when appropriate
• Research information to resolve member requests and concerns, working closely with supervisors and other departments
• Escalate issues in a timely manner to ensure service level agreements are met
• Track trends and system issues to ensure accurate reporting to appropriate lines of business and management
• Adhere to security and confidentiality protocols, operational procedures, and best practice guidelines
• Document member interactions accurately and clearly in our Customer Relationship Management system
• Perform outbound service calls for afterhours calls and solar loan welcome calls
• Complete required security and regulatory online training modules
• Stays current with eMails, Knowledgebase, and Intranet content
• Perform other duties as assigned by Call Center Manger
• Maintain complete confidentiality of member, employee, and Credit Union information

Requirements:

• 1 to 2 years’ Call Center, Teller or Retail experience required
• High school diploma, GED or equivalent
• Ability to write effectively in English using correct spelling and grammar
• Ability to speak clearly, tactfully, and effectively in English, appropriately using empathy, courtesy, and professionalism
• Ability to actively listen to fully capture needs and match sense of urgency
• Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, Excel, and Zoom
• Moderate keyboard skills at 40 wpm
• Familiar with Customer Relationship Management (CRM), database and document storage systems.

Benefits:

• Bonus/incentives for all regular employees
• 401(k) with 8% company contribution
• Medical, dental, and vision insurance for employees and dependents paid at 80%
• PTO and paid sabbaticals
• Tuition reimbursement