Member Support Specialist - Commerce

Description

Position Summary

The Member Support Specialist at First Alliance Credit Union plays a crucial role in being the face of our organization, responsible for creating an exceptional experience for every member who walks through our doors. This role owns the member experience, ensuring that each individual is recognized, welcomed, and assisted with their needs. Their primary focus will be on facilitating transactions, providing education, on kiosk usage, and addressing any concerns or inquiries with exceptional service. This role plays a vital role in connecting members with appropriate credit union partners, products, and services that align with their financial needs.

Essential Functions

• Member Engagement : Greet all members warmly upon entry and provide personalized assistance to ensure a seamless experience.
• Transaction Support : Assist members with transactions that cannot be processed through kiosks, ensuring their needs are met efficiently and accurately.
• Kiosk Education : Educate members on the use of our self-service kiosks to enhance their experience, empowering them to handle basic transactions independently.
• Needs Assessment : Listen actively to members' needs and concerns, providing tailored solutions and connecting them with appropriate credit union products, services, or partner solutions.
• Account Management : Assist existing members with opening and managing basic account types as needed, ensuring a thorough understanding of account features and benefits.
• Problem Solving : Utilize strong problem-solving skills to address member inquiries and resolve issues in a timely manner.
• Continuous Improvement : Gather feedback from members to identify areas for improvement in our services and processes, contributing to an ongoing commitment to enhance member experience.
• Team Collaboration : Work closely with other team members to ensure a cohesive and efficient member service experience.
• Other duties as assigned by Branch Manager.

Pay and Benefits

Starting pay : $18.62 - $21.91 Hourly

There may be an increase of base pay based on skills and experience.

Benefits include : 401(k), 401(k) Matching, Dental Insurance, Employee Assistance Program, Employee Discount, Health Insurance, Health Savings Account, Life Insurance, Paid Time Off and Vision Insurance.

Requirements

Competencies

The attributes listed below are representative of the knowledge, skills and / or abilities required.

Skills :

This role is ideal for someone who is dedicate and proactive with a passion for delivering exceptional member experience.

Professionalism / Attitude

Leadership

Performance Metrics